Complaints Procedure

Date: 18th March 2022 (version 002)

Everyone has the right to expect a positive experience and the best possible chance of a good treatment outcome. In the event of a concern or complaint, service users have a right to be listened to and to be treated with respect. As a responsible provider, Allergy London will manage complaints correctly so user concerns are dealt with appropriately.

Stage 1 – Local resolution with consultant

If you are unhappy with our facilities or service, we want to know about it as soon as possible.  We will then investigate the situation so that we can explain, apologise and take positive action where necessary.  The person responsible for directing complaints to is the Practice Manager, Caroline Green and you may email her at caroline@allergylondon.com.

Please provide details of what you are unhappy about, including the date and names of any staff members who were involved.  Your written complaint will be acknowledged within 3 working days, unless a full response can be provided within 5 working days.  You will be contacted by the consultant you have seen in order to try and reach a satisfactory resolution.

Stage 2 – Local independent internal review

If you are dissatisfied with the outcome of Stage 1, you will then be provided with the opportunity for another consultant within our team to carry out a full, independent review of your complaint.  This review will be carried out impartially and will be dealt with in confidence.

This second stage will be acknowledged within 3 working days of escalation, unless a full response can be provided within 5 working days.  The entire process will be completed within 20 working days and if for any reason extra time is needed, you will be kept fully informed.

Stage 3 – Independent external review

If we are unable to reach a satisfactory local resolution through Stage 1 or Stage 2, you may contact the Centre for Effective Dispute Resolution International Dispute (CEDR) who provide an independent complaint review service to patients/service users who remain dissatisfied.

Their details are:

Centre for Effective Dispute Resolution International Dispute
Resolution Centre
70 Fleet Street London EC4Y 1EU
Telephone 020 7520 3800

Email: info@iscas.org.uk
Tel: 020 7536 6091

Stage 4 – Specialist Bodies

If none of the above stages reach resolution and/or it is deemed relevant to escalate it further the following regulated bodies can help:

General Medical Council (GMC) – They will help with medical concerns against a Doctor.
www.gmc-uk.org/about/contactus/comments_and_complaints.asp

Corporate Review Team
General Medical Council
3 Hardman Street
Manchester
M3 3AW

Email:   feedback@gmc-uk.org
Tel:       0161 923 6602 (Textphone users can use the Text Relay Service. Dial 18001 then 0161 923 6602)

Nursing and Midwifery Council (NMC) – They can help with concerns against nursing professionals
Website: www.nmc.org.uk

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