00Complaints
If something goes wrong, tell us.
OpenMon–Fri 07:15–18:30Sat 08:30–13:00
We would rather hear it than have you leave unhappy, and every concern is handled the same way, in writing, on a timetable.
00The procedure
Four steps, each with a date.
Speak to anyone here, or contact Rosie Hartley, patient coordinator, by phone, email or post. Complaints are recorded and reviewed so the clinic learns from them; they never affect the care you receive.
- 01We acknowledge your complaint within three working days and tell you who is handling it.
- 02We look into it, which may include talking to the people involved and reviewing your records with your consent.
- 03We write to you within ten working days with what we found and what we will do. If it takes longer, we tell you why and when to expect our reply.
- 04If you are not satisfied, you can ask for the complaint to be reviewed by Dr Helen Marchetti.
If we cannot put it right
You can take your concern to an independent body:
- 01Independent Sector Complaints Adjudication ServiceFor private treatment, once the clinic has answered, if the clinic subscribes to ISCAS.
- 02Care Quality CommissionFor the safety and quality of the clinic as a registered provider.
- 03General Medical CouncilFor a consultant's fitness to practise, once the clinic has answered.
Appointments and cancellations
Consultations and checks can be cancelled or moved free of charge with 24 hours' notice; after that we charge half the fee. Surgery and patch-testing weeks need 48 hours' notice. Same-day mole slots are never charged if you do not need them after all.
Reach a person
Ring01632 960950
WriteOakwood House, 14 Chestnut Avenue, Garden entrance on Chestnut Lane, Copley Bridge, Wessex, WX6 3AD
ReviewDr Helen Marchetti, consultant dermatologist and clinical lead