Complaints

City Clinics – Complaints, Concerns & Compliments Policy

At City Clinics, our patients are at the centre of everything we do. We are committed to delivering exceptional, safe, and patient-focused care across all our services. Your feedback whether a concern, complaint, or compliment — is invaluable, as it helps us continually refine the standard of care we provide.

Our team is always happy to discuss any concerns you may have, and wherever possible, we aim to resolve issues informally and promptly. However, should you wish to make a formal complaint, you may do so at any time.

How to Make a Formal Complaint

To submit a formal complaint, please email us at:
Complaints@city-clinics.co.uk

Please include “Formal Complaint” in the subject line to ensure correct handling.

When submitting your complaint, providing the following information will help us carry out a thorough and timely review:

  • Your full name, email address, and postcode
  • A clear description of your concerns, including as much detail as possible
  • Photographs or supporting documents (if relevant, e.g., product or treatment concerns)

Our Internal Complaints Procedure

Once received, your complaint will follow the process below:

  1. Acknowledgement

We will acknowledge receipt of your complaint within 72 business hours, outlining next steps and providing a contact point should you need to reach us.

  1. Allocation & Investigation

Your complaint will be assigned to an appropriate team member for review.
We will then conduct a full investigation to understand what occurred and identify any contributing factors.

  1. Review & Outcome

We aim to provide a full written response within 20 working days.
If we require further information, or need additional time, we will notify you.

Our final response will include:

  • A summary of our findings
  • Any actions taken to resolve your concerns
  • Any improvements introduced to prevent recurrence
  1. Patient Safety & Safeguarding

If your complaint involves patient safety, clinical governance, or safeguarding, it will be escalated immediately to our Safeguarding Lead for prompt action.

If You Are Not Satisfied with Our Response

Stage 2 – Internal Appeal

If you remain dissatisfied, you may request an internal appeal within 3 months of receiving our response.
Please provide a clear explanation of why you were not satisfied with the initial review.
A senior team member — who was not involved in the first investigation — will conduct an independent reassessment.

Stage 3 – Independent Review

If the matter cannot be resolved internally, we can refer the case to ISCAS, an impartial and objective complaints resolution service, for independent determination.