At Revitalise London, we are committed to providing the highest standard of care and service to all our patients. Your feedback is extremely important to us, and we take all complaints seriously. If you have a concern about the care or service you have received, please let us know. We will do our best to resolve your issue promptly, fairly, and with transparency.

Step 1: Raise Your Concern Informally

If you have a concern, we encourage you to speak directly with a member of our team. Many issues can be resolved quickly and informally at the time they arise.

Step 2: Submit a Formal Complaint

If your concern is not resolved informally, or if you prefer to make a formal complaint, please follow the process below:

1. Contact Information:

2. Details to Include:

When submitting your complaint, please provide:

  • Your name, address, and contact details.

  • A clear description of your complaint.

  • The date(s) of the incident(s).

  • Names of any staff members involved (if known).

  • Any relevant supporting documents or evidence.

Step 3: Acknowledgement

We will acknowledge your complaint within 5 working days of receipt. This acknowledgement will include the name and contact details of the person handling your complaint.

Step 4: Investigation

Our Complaints Manager will investigate your complaint thoroughly. This may involve:

  • Reviewing your medical records.

  • Interviewing staff members involved.

  • Gathering additional information as required.

Step 5: Response

We aim to provide a full written response within 30 working days. If the investigation requires more time, we will notify you and provide a revised timeframe.
Our response will include:

  • A summary of your complaint.

  • The outcome of our investigation.

  • Any actions taken or proposed to address the issue.

  • Information on what to do if you are not satisfied with the response.

Step 6: Further Steps

If you are not satisfied with our response, you can request a review of your complaint. You may also escalate your complaint to the Care Quality Commission (CQC) or the Parliamentary and Health Service Ombudsman (PHSO):

Care Quality Commission (CQC):

Website: www.cqc.org.uk
CQC National Customer Service Centre

Parliamentary and Health Service Ombudsman (PHSO):

Website: www.ombudsman.org.uk
Phone: 0345 015 4033

Our Commitment

We are committed to learning from complaints to continuously improve our services. Your feedback helps us maintain and enhance the quality of care we provide.