City Clinics is committed to providing high-quality services and products that meet your needs. While we strive to deliver excellence, we understand that there may be times when we don’t meet your expectations. If you have any concerns, we encourage you to reach out to us. We believe all complaints, concerns, and compliments are valuable feedback that help us improve our services for all our patients.
If you would like to make a formal complaint, please email us at help@city-clinics.co.uk with “Formal Complaint” in the subject line to ensure your complaint is correctly identified.
To assist us in investigating your complaint, please provide the following information:
- Your full name, email, and postcode
- Order number (if applicable)
- A clear description of your complaint
- Any relevant correspondence
Our Internal Complaints Procedure:
- Understand the nature of the complaint
- Acknowledge receipt
- Allocate for investigation
- Review and identify the root cause
- Respond with findings and resolution
- Take necessary actions
- Share learnings for continuous improvement
We aim to acknowledge receipt of your complaint within 72 business hours, providing details of the process and a dedicated contact person should you have any further questions. An internal investigation will be initiated to determine the cause and find a solution.
Our response time is within 20 working days. During the investigation, we will keep you updated and may request additional information if necessary. Please note that responses may be delayed during Bank holidays.
After the investigation, we will write to you with our findings, actions taken to resolve your concerns, and any changes or learnings that will be shared with the team and involved members.
If your complaint concerns patient safety or safeguarding, we will promptly notify our safeguarding lead and take immediate action.
What to do if you’re not satisfied with our response:
If you are not happy with our response, you can request an internal appeal within 3 months of receiving our written response. Please send a clear, detailed description of your complaint and explain why you were not satisfied with our initial response. A Senior Leadership Team member, who was not involved in the original review, will conduct the internal review.
We are a member of The Centre for Effective Dispute Resolution (CEDR), a prominent dispute resolution provider in Europe. CEDR is a not-for-profit charity that helps customers and businesses resolve disputes with the assistance of a professionally trained conciliator. If you’re still unsatisfied after the internal review, we can refer the matter to CEDR for further resolution.
