Concerns & Complaints
This page relates to our private Crawley Weight Loss Clinic service only.
At Crawley Weight Loss Clinic, our main focus is making sure you are satisfied. If our service has not pleased you, we’d love to hear about it. Telling us what’s wrong helps us to improve, to make sure we give you the best possible service on your next visit.
Please note we can only support concerns or complaints about our private Crawley Weight Loss Clinic service. For all other pharmacy, NHS prescription, and concerns please speak to a member of our team.
Contents
1.How to raise a concern
2.How to make a complaint
3.Responding to your complaint
4.Complaining on someone else’s behalf
1. How to raise a concern
For our Crawley Weight Loss Clinic patients, Please contact a member of our team and we’ll try to resolve your concern as quickly as possible.
You can contact our team by calling us on 01293 522160. Our team is available Monday to Friday 9am to 5pm and Saturday 9am to 1pm.
We’ll do everything we can to resolve your concern as soon as possible. If you’re not happy with our response we can register your concern as a complaint to help resolve your issue.
2. How to make a complaint
You can make an official complaint for our Crawley Weight Loss service by contacting a senior member of our team below,
Call us on 01293 522160. Our team is available Monday to Friday 9am to 5pm and Saturday 9am to 1pm.
Post at Crawley Weight Loss Clinic Managers, 1st Floor, Cross Keys House, 14 Haslett Avenue West, Crawley, West Sussex, RH10 1HS.
When using the Crawley Weight Loss Clinic, the medical consultation and prescription generation is carried out by Crawley Weight Loss Clinic, and the supply and dispatch of medication is carried out by Crawley Chemists Limited, 1st Floor, Cross Keys House, 14 Haslett Avenue West, Crawley, West Sussex, RH10 1HS.
We take complaints very seriously and will work to resolve yours as soon as possible. We aim to respond in a sensitive and caring way. If we’re at fault, we make sure we learn from it to stop it happening again.
We will not treat you any differently as a result of making a complaint.
Next steps
In your complaint, please include your preferred contact method. We can respond to you by:
- phone
- a letter to your home
- face to face conversation
We make it our priority to resolve your concern as soon as possible. Any complaints submitted more than 3 months after you experienced the problem, might be more difficult to resolve.
3. Responding to your complaint
We will give your complaint to an appropriate person to investigate. This will be a senior member of the Crawley Weight Loss Clinic team.
As part of our investigation we will contact the staff member or team involved in the complaint. We may also share information with Crawley Chemists Limited to aid in the investigation.
When we’ve finished the investigation we will contact you within 30 days. If we need more time, we will give you an update and suggest a new date for our response.
If you’re not happy with the investigation or response then please let us know. You can do this by contacting the senior member of the Crawley Weight Loss Clinic team dealing with your complaint. They will then pass it onto a more senior member of the team. You’re welcome to do this at any time, although we recommend doing so within 3 months of Crawley Weight Loss Clinic initial response. Any longer than this and we can not guarantee that we’ll be able to settle the complaint.
4. Complaining on someone else’s behalf
To complain on someone else’s behalf, you’ll need their consent in writing. This is because their medical records are confidential.
They will need to give us a signed letter that confirms their consent.
We will make every effort to resolve your complaint.
If your complaint relates to the dispensing and supply of treatment from Crawley Chemists Limited then the process is different. You contact the General Pharmaceutical Council. You can do this by completing the form on the GPhC’s website or contacting them by phone on 020 3713 8000.