Complaints Policy

At The MK Clinic, we are committed to providing high-quality care and service. If, for any reason, you are dissatisfied with any aspect of your experience, we welcome the opportunity to address and resolve your concerns.

 

How to Make a Complaint

If you wish to raise a concern or make a formal complaint, please do so in writing, either by email or post, using the contact details below:

 

  • Please include your full name, the date and nature of the incident or issue, and any relevant supporting details or documentation.
  • Complaints made in writing will be formally logged, and you may be invited to submit a detailed account in order to allow us to investigate the matter further.
  • If the complaint is made in person, every effort will be made to hear your concern in a private and respectful setting. You will be given sufficient time to explain the matter in full. The Clinic Manager will be informed and will handle the complaint personally or delegate it appropriately to ensure a fair review.
  • If the complaint is made on behalf of a client by someone else, written consent must be provided by the client authorising the representative to act on their behalf.

 

Acknowledgement and Response

  •   All complaints will be acknowledged in writing within 3 working days of receipt.
  •   A full investigation will be conducted by a senior member of the team not directly involved in the matter.
  •   A formal written response will be provided within 20 working days. If more time is required, we will keep you informed of progress and expected timeframes.

 

Resolution and Escalation

If a complaint is upheld, we will take appropriate steps to resolve the issue. This may include corrective treatment, policy updates, or other remedial actions. Should you remain dissatisfied with the outcome, you may request further review or escalate your complaint to an appropriate external regulatory body, details of which will be provided upon request.