Customer Support & Complaints
Tell us what you think — we are listening.
This is a short summary of our complaints procedure. The full version is in our Complaints Procedure.
If you are unhappy, please tell us
If you are unhappy with any part of your care or our service, please tell us. We will not be offended. Your feedback helps us put things right and improve for everyone.
Making a complaint will never affect the care and treatment you receive.
How to tell us
You can contact us in whichever way is easiest for you:
- In person — speak to any member of staff at reception
- By telephone — +44 20 3807 5555 or 07702 308708
- By email — info@diamedclinic.com
- By letter — Doctor – Clinical Lead, Diamed London Clinic Ltd, 83A High Street, Waltham Cross, EN8 7AF
- Through someone else — a friend, family member, carer or advocate can complain on your behalf with your consent
If you tell us verbally, we will write down what you said and give you a copy within 3 working days.
What happens next
| Step | What we do | When |
|---|---|---|
| 1 | We acknowledge your complaint and tell you who is investigating it | Within 3 working days |
| 2 | We investigate and keep you updated on progress | Throughout |
| 3 | We offer to meet you, and write to you with our findings, any action taken and how we propose to resolve things | Within 28 working days |
If we need longer than 28 working days, we will agree a new time scale with you.
When to complain
Please tell us as soon as possible, ideally within 12 months of the event or of you becoming aware of it. If more time has passed, still contact us — we will consider whether we can investigate fairly.
If you are still not happy
If you are not satisfied with our response, you can:
- Ask the Doctor – Clinical Lead to review your complaint
- Refer your complaint to the local authority, once we have had the opportunity to respond
- Contact the Care Quality Commission with information about our service: Telephone 03000 616161 — www.cqc.org.uk
The CQC regulates us but cannot investigate individual complaints.
Need help making a complaint?
We will help you understand the process and can arrange an independent advocate to support you free of charge. Just ask any member of staff.
Compliments and suggestions welcome too
If something went well, or you have an idea for how we could do better, please tell a member of staff, use the suggestion box in reception, or email info@diamedclinic.com.
This leaflet is available in other languages and other formats — including large print — on request.