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Complaints Procedure

KONCEPT® Medical Clinic

Last updated: 20/01/2026

Our Commitment to You

KONCEPT® Medical Clinic is committed to providing high-quality, safe, and respectful care.
We welcome feedback and take complaints seriously, as they help us improve our services.

All complaints are handled fairly, promptly, confidentially, and in line with regulatory requirements. 

How to Make a Complaint

We encourage patients to raise concerns as soon as possible.

Informal Resolution

Many concerns can be resolved quickly by speaking directly to a member of staff at the time the issue arises. Please let us know if you feel comfortable doing so.

Formal Complaint

If you are unable to resolve your concern informally, you may make a formal complaint.

  • They ideally should be made in writing
  • Please provide as much detail as possible to help us investigate
  • They should be made:
    • Within 12 months of the incident, or
    • Within 12 months of becoming aware of the issue

You may use our Complaints Form (available at reception) or submit your complaint in writing.

Where to Send Your Complaint

Email: info@konceptmedicalclinic.com

Phone: 020 8129 1011

Or by post to:
KONCEPT® Medical Clinic
46-48 Wood Street
Kingston Upon Thames
KT1 1UW

Complaints Made on Behalf of Someone Else

Due to confidentiality, we can usually only accept complaints from the patient themselves.

If you wish to complain on behalf of someone else, we will require the patient’s written consent, unless:

  • The patient is deceased, or
  • The patient lacks capacity to provide consent

Where appropriate, we may need to hear directly from the patient or child involved.

What Happens Next

We aim to resolve complaints as quickly and fairly as possible.

Stage 1 – Initial Review

  • Your complaint will be acknowledged within 2 business days
  • An investigation will be carried out
  • You will receive a written response within 20 business days
  • The response will explain our findings and any actions taken

If you remain dissatisfied, you may request escalation to Stage 2.

Stage 2 – Senior Review

  • Your complaint will be reviewed by a senior member of the clinic team
  • You must request escalation within 10 business days of receiving the Stage 1 response
  • A further written response will be provided within 20 business days

If you remain dissatisfied, you may request Stage 3 review.

Stage 3 – Independent External Review

If you are still unhappy after Stage 2, you may request an independent external review.

  • The complaint will be reviewed by an external adjudicator appointed by the clinic
  • Their decision is final

Possible Outcomes

Depending on the findings, outcomes may include:

  • An apology
  • Staff feedback or additional training
  • Changes to clinic procedures or services
  • Other appropriate actions to improve care

Any actions taken are aimed at improving patient experience and safety.

Confidentiality & Data Protection

All complaints are handled confidentially and in accordance with UK GDPR and the Data Protection Act 2018.

  • Information is shared only where necessary to investigate the complaint
  • Identifiable details are removed if complaints are used for learning or training (with consent)

If You Are Still Unhappy

You may contact external organisations at any time.

Care Quality Commission (CQC)

The CQC does not investigate individual complaints but uses information to monitor services.

📞 03000 616 161
📧 enquiries@cqc.org.uk
🌐 https://www.cqc.org.uk

Professional Regulators

If your complaint relates to a registered healthcare professional, you may also contact:

Support

Our staff are happy to provide help and support to anyone wishing to make a complaint.

A full copy of our internal Policy for Handling and Investigation of Complaints is available on request. KONCEPT® Medical Clinic is the Data Controller responsible for keeping your personal information secure and confidential.

 

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