Complaints and feedback
We take all patient complaints and feedback seriously and are dedicated to resolving any concerns about the care you’ve received. Our process ensures every issue is handled with care, investigated properly, and responded to promptly.
Complaints procedure
To raise a concern, please complete our online form. Our team is available Monday through to Friday, 9am to 5pm (we’re closed on bank holidays).
Who manages your concerns
Our Registered Manager works alongside our Complaints Manager to ensure all concerns are handled appropriately.
What happens next
When you contact us, your concern will be directed to our Patient Experience Manager. We’ll confirm receipt of your complaint within three working days.
We aim to complete our investigation and provide you with a response within 28 days. Should we need additional time, we’ll keep you informed at every stage.
Investigation process
To help us investigate effectively, please provide:
- When the issue occurred and what happened
- Your contact information
- Which product or treatment was involved
- What outcome you’re hoping for
If you’d like regular updates, we can provide weekly progress reports. At the end of our investigation, you’ll receive a written response detailing our findings, conclusions, and any steps we’re taking to prevent similar issues in future.
How to get in touch. Email hello@xenhealthclinics.co.uk or call 020 4610 0816, Mon–Fri 9am–5pm.