Complaints Officer: Miss Judith Hamilton
Complaints Correspondence Email: judith@drleah.co.uk

In Writing: Complaints Officer, Dr Leah Cosmetic Skin Clinics, 10 Glentworth Street, Marylebone, London, NW1 5PG

At Dr Leah Cosmetic Skin Clinics, we endeavour to provide the very best service, care and compassion to all patients. However, if you have a complaint, we have a clear, comprehensive, and standardised complaints policy available to all clients.

We appreciate any feedback in assisting us to provide the very best service and care to all patients. Complaints relating to any treatments will be dealt with in accordance with our clinic guidelines and protocols set by our Medical Standards team.

Please address all complaints in writing (via post or email) to the General Manager who is the responsible “Complaints Officer” at Dr Leah Clinics. Please where possible include the following information which will allow us to best understand and investigate your complaint in a timely manner:
  • If your complaint is related to service or is a clinical complaint or ‘other’
  • Who or what has caused your concerns. If you are complaining about a member of staff, give their name and position (if you know it).
  • Where and when the events took place.
  • What action you have already taken, if any.
  • What outcome you want from your complaint.
  • Please include any supporting evidence such as photographs.
All complaints will receive a written acknowledgement within 2 working days of receipt of your complaint. The time limits for raising complaints are within 6 months from your last treatment with us. We will be flexible and extend these limits if there are good reason why you did not contact us earlier.

Your complaint will be investigated by a member of the managerial team, who was not directly involved in your case and any parties involved will be asked to make a statement on your care and complaint. This will be reviewed against our clinic guidelines and protocols – expert opinion from our head therapist, medical director or a third party (e.g., equipment manufacturer / medical device manufacturer) may be obtained if required. When the complaint is of a clinical nature the case will be reviewed by our medical director (Dr Leah Totton) and their findings incorporated in the complaint's outcome. Where our medical director is directly involved in your care, the opinion of an associate medical director or external medical advisor will be obtained.

Depending on the nature of your complaint a full complaints outcome will be issued to you in writing between 7-21 days upon acknowledgement of your complaint. Sometimes it can take several weeks to carry out a full and thorough investigation, particularly if your complaint is complex, where the investigation is still in progress by day 21, a letter explaining the reason for the delay will be sent to you with an agreed timescale to resolve the complaint. I AM NOT SATISFIED WITH MY COMPLAINT OUTCOME

If you are not satisfied with the outcome of our complaints investigation and you are dissatisfied with your complaint's outcome, you have the following options. Please be aware you have 28 days from receiving to appeal.
  • You can write to head office to request that an objective review of your complaint and/ or the way it was handled is conducted. This will be conducted by a member of staff who has not been involved in the handling of the complaint up to that point and is not involved in the daily operation of the clinic.
  • Head office address - Amshold House, Goldings Hill, Loughton, Essex, IG10 2RW
  • Following the above, if you remain unhappy with our final response to your complaint and the service provided, the following organisations can provide advice on the most appropriate next steps depending on the nature of your complaint: The Patient’s Organisation (www.patients-association.org.uk) Citizen’s Advice (www.citizensadvice.org.uk)

*Results may vary from person to person

Remote Skin Consultation

Our skin therapist will respond via email within 2 working days with a suitable recommendation for you. Please note that doctor treatments e.g. injectables, aqualyx, thread lift, mole removal consultations are not available via remote consultation and require a face to face appointment. Call +44 (0) 20 7877 5999 to book a consultation with one of expert doctors today.
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