Everyone has the right to expect a positive experience and a good treatment outcome. In the event of concern or complaint, service users have a right to be listened to and to be treated with respect. As an authorised provider, Allergy London will manage complaints properly so user concerns are dealt with appropriately.
Stage 1 – Local resolution
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 handling complaints is the Registered Manager Professor Adam Fox and you may email him at firstname.lastname@example.org .
Please provide details of what you are unhappy about, including the date and names of any staff who were involved. Your written complaint will be acknowledged within 3 working days, unless a full response can be provided within 5 working days.
Stage 2 – Independent external review
If we are unable to reach a satisfactory local resolution, you may contact the Independent Sector Complaints Adjudication Service (ISCAS) who provide an independent complaint review service to patients/service users who remain dissatisfied.
Their details are:
70 Fleet Street
Tel: 020 7536 6091
Stage 3 – Specialist Bodies
If neither stage reaches 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
Tel: 0161 923 6602
Textphone users can use the Text Relay Service. Dial 18001 then 0161 923 6602
Corporate Review Team
General Medical Council
3 Hardman Street
Nursing and Midwifery Council (NMC) – They can help with concerns against nursing professionals
The Care Quality Commission
We are registered by the Care Quality Commission (CQC) which regulates Health and Adult Social Care Services. The CQC does not investigate complaints but considers relevant information about practices providing regulated activities within the terms of the legislation. They can be contacted at:
CQC National Correspondence
Newcastle upon Tyne