Fenwick Hearing
If something
goes wrong
How to reach us
01632 960500Sandra answers, and works out what to book.
Mon–Fri09:00 to 17:30
Sat09:00 to 13:00
12 Market Place, Kingsmere WX5 1EP
Getting in
- Level entrance from Market Place, no steps anywhere on the ground floor
- Hearing loop at the desk and in both test rooms; we speak clearly and face you
Tell us. We would rather hear it than have you leave unhappy, and we handle every concern the same way, in writing, in large print.
Hearing tests within a week; wax removal within three days
Free hearing tests this week
Six steps
What happens next
A complaint never affects the care you receive. Every one is recorded and looked at each January with the rest of the year's numbers.
Tell usDay 1
Speak to anyone here, ring Sandra, email, or write. Say what went wrong and what would put it right.
We say who is looking3 working days
Within three working days we write to say we have it and who is handling it.
We look into itThat week
We talk to the people involved and, with your permission, read your records.
We write back10 working days
Within ten working days: what we found and what we will do. If it takes longer, we say why and when.
Ask for a second lookAny time
If you are not satisfied, ask for the complaint to be reviewed by Alan Fenwick.
Take it furtherAfter our reply
If we cannot put it right, the independent bodies below can. We give you their details in large print.
If we cannot put it right
Who else
can help
These are independent of us. Which one depends on what the concern is about.
- Health and Care Professions Council: fitness to practise
For concerns about an individual audiologist or hearing aid dispenser, once the practice has answered (the HCPC took over from the Hearing Aid Council in 2010).
- Nursing and Midwifery Council
For concerns about the ear care nurse.
- Independent Sector Complaints Adjudication Service
For private treatment, if the practice subscribes to ISCAS.
- Citizens Advice consumer service
For the hearing aids themselves as goods: refunds, repairs and credit agreements.
Appointments and cancellations
Please give us 24 hours' notice if you need to move or cancel, by phone or by replying to your reminder text. There is no charge for a first cancellation. Missed hearing-aid fittings and home visits are charged £40 the second time, because a slot and a journey have been kept for you.
Free hearing tests this week
Call us.
01632 960500Sandra answers. Ring me if you are not sure. Working out what to book is my job, not yours.
Mon–Fri09:00 to 17:30
Sat09:00 to 13:00
Getting in
12 Market Place, Kingsmere WX5 1EP.
- Level entrance from Market Place, no steps anywhere on the ground floor
- Hearing loop at the desk and in both test rooms; we speak clearly and face you
- Large-print price list and appointment cards; everything we say is also written down for you
The rules on the wall
- Real-ear measurement on every fitting; 91% of pairs kept after the 60-day promise
- The test is free from 50, the prices are on the wall, and nobody here is paid on sales
- Independent since 2009: every maker, four levels, four years of aftercare with the same faces