Complaints Procedure

Effective Date: 14^th April 2025
The Specialist Menopause Clinic
www.tsmclinic.co.uk

At The Specialist Menopause Clinic, we are committed to providing high-quality care and customer service. However, we recognise that sometimes things can go wrong. When this happens, we welcome feedback and take complaints seriously to improve our services.

1. Purpose

This policy sets out how patients, clients, or service users can raise a complaint and how we will handle it fairly, promptly, and confidentially.

2. Who Can Make a Complaint?

Anyone who has used our services, or is acting on behalf of someone who has (with their consent), can make a complaint.

3. How to Make a Complaint

You can raise a complaint in any of the following ways:

In writing:
The Specialist Menopause Clinic

Eastthorpe Hall

23 Huddersfield Road

Mirfield

By email:
info@tsmclinic.co.uk
By phone:
07564 836394

Please include:

Your full name and contact details
Details of the complaint (what happened, when, and where)
Any relevant documents or evidence
What outcome you would like to see

4. What Happens Next?

a. Acknowledgement

We aim to acknowledge your complaint within 5 working days of receiving it.

b. Investigation

Your complaint will be reviewed by the registered manager
We may contact you for further information
Investigations are conducted fairly, objectively, and with confidentiality

c. Response

You will receive a full written response within 28 working days
If the investigation takes longer, we will update you regularly and explain the delay

5. If You’re Not Satisfied

If you are unhappy with the outcome, you can request a further review or escalation by contacting:

The director
Info@tsmclinic.co.uk

If your complaint still cannot be resolved, and if applicable, you may contact:

For Healthcare Clinics:

Care Quality Commission (CQC)
cqc.org.uk
Tel: 03000 616161

For Private Healthcare or NHS-related Services:

Parliamentary and Health Service Ombudsman
ombudsman.org.uk

For General Business or Consumer Complaints:

Citizens Advice
citizensadvice.org.uk

6. Confidentiality & Data Protection

All complaints are handled in line with the UK GDPR and Data Protection Act 2018. Personal information will only be shared where necessary to investigate and respond to your complaint.