Complaints Policy

Introduction: At Dr. Frank's Weight Loss Clinic, we are committed to delivering superior weight management services and support. We recognise, however, that there might be times when our service does not meet your expectations. In such instances, we welcome your feedback and are committed to handling complaints promptly, fairly, and with sensitivity.

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How to Make a Complaint: If you are dissatisfied with any aspect of our service, you can let us know by:

• Emailing us at drfranks@howellmedicalgroup.co.uk
• Calling us at 0331 630 1010

Please provide detailed information about your complaint, including your contact information, nature of the issue, and any specific staff members involved, if applicable.

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Acknowledgment of Your Complaint: We pledge to acknowledge your complaint within 48 hours of receipt. You will receive a confirmation email or a phone call, depending on your preferred method of communication, to let you know that we are addressing your concerns.

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Investigation Process:

• Your complaint will be thoroughly investigated by our clinic's management team, who will review the circumstances of your case.
• We strive to resolve complaints within 14 working days. However, more complex situations may require additional time. You will be kept informed throughout the investigation process.
• Upon conclusion, we will discuss our findings with you and propose a resolution.

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Escalation: Should our response not meet your satisfaction, you have the right to escalate your complaint. The matter will be referred to senior management for further review. This secondary review will be conducted with urgency, and you can expect a follow-up within 7 working days of your escalation request.

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Commitment to Improvement: Every complaint received is logged and reviewed comprehensively to help us identify areas within our services that require improvement. We are dedicated to enhancing our services and client experiences continually.

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Confidentiality Assurance: We understand the sensitive nature of information shared with us. Rest assured, your complaint will be handled with complete confidentiality, respecting your privacy at all times, consistent with our privacy policies.

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Policy Review: Our complaints policy undergoes regular reviews to ensure its effectiveness and relevance. This consistent reassessment helps us uphold our commitment to service excellence.

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Conclusion: Your experience at Dr. Frank's Weight Loss Clinic is important to us, and your feedback is essential for our growth and evolution. We appreciate your confidence in our services and promise to use your complaints constructively to enhance your future interactions with our clinic.