Complaints Policy

Our commitment to you

• Making a complaint should be as straightforward as possible.
• We treat a complaint as a clear expression of dissatisfaction that calls for a response.
• We deal with complaints promptly, politely and in confidence.
• We learn from complaints, and review this policy and our procedures annually.

Raising a concern informally

Many concerns can be resolved quickly and informally. If something is not right, please raise it with the person you are dealing with, or contact the clinical team — we would far rather hear about it early and put it right directly. Where a concern cannot be settled informally, the formal procedure below applies.

Making a formal complaint

Please write to us at info@theweightlossmedics.co.uk, or by post to 25 Sandyford Place, Sauchiehall Street, Glasgow G3 7NG. Tell us what happened, when it happened, who was involved, and what you would like us to do to put it right.

What happens next

• We will acknowledge your complaint in writing within five working days and tell you the name of the person handling it.
• We will record the complaint in our complaints register.
• We will investigate, which may involve asking the staff member concerned to respond and reviewing the clinical record.
• We will invite you to a meeting to discuss the outcome, normally within five working days of completing our investigation.
• We will confirm the outcome, and anything we have agreed, in writing within two working days of that meeting.

If you would prefer not to meet, or a meeting is not practical, we will send you a full written response instead.

If you are still not satisfied

If you remain dissatisfied after our response, you may ask us to review the decision, and you are entitled to take the matter further independently. Complaints about the professional conduct or fitness to practise of a doctor may be made to the General Medical Council (GMC), and complaints concerning a dietitian to the Health and Care Professions Council (HCPC). Concerns about how we have handled your personal data may be raised with the Information Commissioner’s Office (ICO).

Confidentiality

Complaints are handled in confidence and kept separate from your clinical record. Making a complaint will never affect the care and treatment you receive from us.