Complaints Policy

Our Commitment to You

At The London Weight Loss Clinic (TLWLC), we are dedicated to providing safe, ethical, and high-quality care. We value your feedback and take all concerns seriously.

This policy outlines how you can raise a complaint, how we will handle it, and what you can expect during the process.

How to Make a Complaint

We aim to resolve all concerns promptly, professionally, and transparently. If you wish to make a complaint, you may do so using the following method:

Please ensure your complaint includes:

• Your full name and preferred contact information
• A clear description of the issue, including relevant dates or order/prescription numbers
• Details of the outcome or resolution you are seeking

Our Complaints Process

Clinical Complaints

If your concern relates to a clinical matter, the relevant prescribing practitioner or clinician may be consulted as part of the investigation.

All clinical information will be treated with strict confidentiality and handled only with your consent.

Learning & Service Improvement

Every complaint is an opportunity for improvement. TLWLC uses feedback to:

• Review and update internal processes
• Identify recurring themes or risks
• Implement service improvements through governance and clinical quality meetings

Patient Support and Fair Treatment

Timeframes for Submitting a Complaint

We encourage patients to submit complaints:

• Within 6 months of the issue occurring, or
• Within 6 months of becoming aware of the issue

Complaints submitted outside these timeframes may still be reviewed at our discretion.

Confidentiality & Data Protection

All complaints are handled in accordance with GDPR and the Data Protection Act 2018.

Any personal or medical information you provide will only be used:

• To investigate and respond to your complaint
• To improve our services

Your information will not be shared with third parties unless required by law or with your explicit consent.