Complaints Procedure

We take every concern seriously. If something about your treatment, care or experience has fallen short, we want to hear about it so we can put it right and learn from it.

How to raise a complaint

Email support@serenovaclinic.com with the subject line "Complaint". Please include your name, the date of your appointment or order, and a description of what happened and how you would like it resolved.

What happens next

1. We acknowledge your complaint in writing within 3 working days.
2. A full investigation is carried out by the responsible clinician or director, who will review your records and speak to anyone involved.
3. We aim to give you a written response within 20 working days. If the matter is complex and takes longer, we will tell you why and keep you updated at least every 10 working days.
4. Our response will explain what we found, what we are doing about it, and any remedy we are offering.

If you are not satisfied

If you are unhappy with our response, you can ask for the matter to be reviewed by a director who was not involved in the original investigation. Beyond that, you may escalate to:

• Clinical concerns about a doctor: the General Medical Council - gmc-uk.org
• Independent healthcare complaints: the Independent Sector Complaints Adjudication Service (ISCAS), where applicable.
• Consumer or purchase issues: Citizens Advice consumer service.
• Data protection concerns: the Information Commissioner's Office - ico.org.uk

Confidentiality

Complaints are handled confidentially and stored separately from your clinical record where possible. Raising a complaint will never affect the standard of care you receive from us.