If something about your care at Hedonia Clinic hasn't been right, please tell us. We would much rather hear about it than not, and we treat complaints as information about how to run the clinic better.

We aim to make it easy for you to raise a concern, to respond promptly, to investigate thoroughly, and to learn from what you tell us. Raising a concern will not affect the care you receive, now or in the future.

How to make a complaint

You can raise a complaint in any of these ways:

By email: info@hedonialimited.co.uk

In writing: Hedonia Clinic, Second Floor, 31 Brown Street, Salisbury, SP1 2AS

In person: at the clinic

You do not need to use the word "complaint" or write anything formal. A short email or a conversation at your appointment is enough.

A complaint can be made by you, or by a representative acting on your behalf. Where someone complains for you, we will ask for your written consent before we discuss your care with them.

Who deals with it

Complaints are reviewed and investigated by Dr Adama Luca, the clinic's founder and clinical lead.

What happens next

Acknowledgement. We will acknowledge your complaint within 3 working days.

Investigation. We will look at the relevant records and information. We may contact you for further clarification, and we will tell you if we need to.

Response. We will send you a full written response within 10 to 20 working days, depending on how complex the complaint is. If anything causes a delay beyond that, we will tell you and explain why rather than letting it drift.

What the outcome might be

Depending on what we find, the outcome may include an explanation of what happened, an apology where one is due, clarification of the clinical decisions that were made, and the actions we are taking to prevent the same thing happening again.

When something has gone wrong

Where something has gone wrong with your care, we will tell you, be open and honest about it, explain it clearly, apologise, and take steps to put it right. We do this as a matter of course, whether or not you have made a complaint.

If you are not satisfied with our response

Please tell us, and we will look at it again.

You can also raise your concerns with the relevant regulatory bodies at any point:

The General Medical Council regulates doctors in the UK. If your concern is about Dr Luca's professional conduct or fitness to practise, you can contact the GMC at gmc-uk.org or on 0161 923 6602.

The Information Commissioner's Office handles concerns about how your personal information has been used. You can contact the ICO at ico.org.uk or on 0303 123 1113.

Nothing on this page affects your legal rights.

Our records

All complaints are documented and stored securely, along with a record of the investigation and its outcome. Complaints are reviewed as part of our clinical governance. Complaint records are kept separately from your medical records and are handled in line with our Privacy Policy.

Accessibility

Our full Complaints Policy is available to you on request, and can be provided in an accessible format if you need one. If you would find it easier to raise a concern verbally, tell us and we will write down what you have said and send you a copy so you can check we have understood it correctly.