Complaints Policy & Procedure

Our policy is to give our patients the highest possible standards of service and care and we endeavour to resolve all complaints as quickly as possible.  We aim to:

Handling complaints well:

Each complaint will be investigated by the Clinic Manager and senior medical team as appropriate. The investigation will include staff interviews, a case study, discussions and meetings as appropriate.  In the case of a written complaint, a written response will be despatched within two working days of receipt to indicate the appropriate action is being taken.  We would aim to achieve a resolution of the complaint within 20 days.  However, if this is not possible a letter of explanation will be despatched. Records of complaint will be kept for at least 10 years as part of our clinic record retention policy.

Written complaints may be sent to the Clinic Manager at 47 Dartford Road, Sevenoaks, Kent TN13 3TE or by e-mail at

Verbal complaints may be made by phone to 0330 024 1300 which will then be forwarded to the Clinic Manager for investigation.

A copy of the complaints policy is available in the reception area of all clinics or on the website.

Complaints Process

Upon receipt of a formal complaint, Melior Clinics will instigate a two stage process:

Stage 1 Local Resolution

Stage 2 Internal Appeal

Operations Director
Melior Clinics
47 Dartford Road
TN13 3TE

If the complainant remains dissatisfied with the outcome of their complaint, they will be advised to contact an Independent advocate, i.e. Citizens Advice Bureau.

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