Complaints Procedure | EyeSurgeryClinic.co.uk
We aim to deliver safe, respectful private eye care. If something hasn’t met your expectations, please tell us—your feedback helps us put things right and improve. Use the secure form below to raise a complaint about your treatment, service, billing, or communications.
- Clear steps, realistic timescales, and a written outcome
- Options to escalate if you remain dissatisfied
- Support for carers, family members, and vulnerable patients
- Not urgent? If you need urgent clinical help, contact your GP, NHS 111, or 999
This page applies to patients in the United Kingdom. We handle concerns fairly, promptly, and in line with our governance and confidentiality duties.
Make a complaint (secure form)
Please provide as much detail as you can so we can investigate fairly. If you are complaining on behalf of a patient, we may need written consent (or evidence of legal authority) before we can share clinical information.
Clinical urgency: Complaints are not monitored for emergencies. If you have sudden vision loss, severe pain, heavy bleeding, significant swelling, or any urgent symptoms, seek immediate medical help via NHS 111, your GP, or 999.
What you can complain about
We welcome complaints and concerns about any part of your private eye care journey with EyeSurgeryClinic.co.uk—whether you had cataract surgery, oculoplastics, another procedure, or a consultation only. Raising a complaint will not affect your ongoing care.
Clinical care & outcomes
- Concerns about assessment, consent, or information provided
- Post-operative care or follow-up arrangements
- Unexpected symptoms and how they were handled
- Communication between teams involved in your care
Experience & accessibility
- Respect, privacy, dignity, or staff attitude
- Delays, cancellations, or appointment management
- Reasonable adjustments and accessibility requests
- Chaperone requests or communication needs
Fees, billing & administration
- Invoices, deposits, refunds, or finance questions
- Insurance paperwork and supporting letters
- Records requests and document accuracy
- How enquiries were handled pre- or post-treatment
If your concern is mainly a medical question (e.g., medication, aftercare, symptoms), you may prefer to request a clinical follow-up rather than make a complaint. If you’re unsure, submit the form and tell us what you need—our team will route it to the appropriate pathway.
How we handle complaints
Our complaints process is designed to be fair, transparent, and proportionate. We will listen to what happened, review relevant information, and respond with findings and actions where appropriate.
- Acknowledgement: We confirm receipt and may ask for clarification so we understand the issue and your preferred outcome.
- Investigation: We review relevant records, timelines, and communications, and speak to the staff involved where needed.
- Outcome: We provide a written response explaining what we found, what we can do, and any learning or service improvements.
- Resolution options: This may include an explanation, apology, corrected documentation, clinical review appointment, billing review, or other appropriate remedy.
- Escalation: If you remain unhappy, we explain next steps and how to request a further review.
What to include for faster resolution
- Your full name and best contact details
- Relevant dates (consultation, procedure, follow-ups)
- Names of staff involved (if known)
- What went wrong and how it affected you
- What outcome you are seeking
What we will not do
- Ignore your concerns or delay without explanation
- Discuss your clinical details with third parties without appropriate consent
- Make assumptions—if something is unclear, we will ask
- Discourage you from seeking independent advice or support
To submit your complaint now, use the complaints form.
Timescales and what to expect
We aim to respond promptly. Some complaints can be resolved quickly, while others require a more detailed review. If we need more time, we will tell you why and agree next steps.
| Stage | Typical aim | What you receive |
|---|---|---|
| Acknowledgement | As soon as possible after receipt | Confirmation we’ve received your complaint and what happens next |
| Investigation | Depends on complexity | May include requests for more detail, consent, or supporting information |
| Written outcome | Agreed timeframe communicated to you | Findings, actions, and escalation options if you’re not satisfied |
| If delayed | We keep you updated | Revised timescales and reasons for any delay |
Tip: If you know the date of your consultation or procedure, include it in the form—this helps us locate the relevant records quickly.
Confidentiality, consent and third-party complaints
We take confidentiality seriously. When investigating a complaint we may need to review your clinical record and share limited information with relevant team members involved in your care. We do this only where necessary and appropriate.
If you are the patient
We can discuss your complaint and relevant details with you directly using the contact details you provide. If you want us to communicate with someone else (e.g., family member, carer), tell us clearly.
If you are complaining for someone else
We may require consent from the patient or proof of legal authority before we can share clinical information. We can still log your concerns and investigate service issues while consent is arranged.
Data protection: If your complaint involves access to your records or data accuracy, mention this in your message so we can route your request appropriately.
Reviews vs complaints (what’s best for your situation?)
Online reviews are useful, but they don’t always allow us to verify details or respond safely due to confidentiality. If you want a resolution—such as an explanation, follow-up appointment, or billing review—the complaints process is usually the fastest and most appropriate route.
| If you want… | Best option | Why |
|---|---|---|
| A clear investigation and written response | Make a complaint | We can check records, speak to staff, and explain outcomes appropriately |
| A quick service fix (e.g., admin error) | Make a complaint | We can route it to the right team and confirm when resolved |
| To share general feedback publicly | Leave a review | Reviews help others, but are not ideal for confidential, complex issues |
| A clinical question about symptoms or aftercare | Request clinical advice/follow-up | A clinician can give appropriate guidance; emergencies should use NHS 111/999 |
Complaints FAQs
Will making a complaint affect my care?
No. We treat complaints as feedback to improve and resolve issues. Your ongoing care should not be affected by raising a concern.
Can I complain by phone?
You can contact us, but using the form helps us capture the details accurately and start the investigation quickly. If you need adjustments, tell us in your message.
What outcome can I ask for?
Common outcomes include a clear explanation, apology, follow-up appointment, correction of records, or a billing/invoice review. We’ll consider what is reasonable and appropriate in your circumstances.
Can I complain anonymously?
We can record anonymous feedback, but it may limit our ability to investigate and provide a personal response. If you want a resolution, please include your contact details.
What if I’m not sure it’s a complaint?
Submit the form and describe your concern. We’ll direct it to the most appropriate team—complaints, clinical follow-up, or administration.
How do I escalate if I’m unhappy with the response?
Reply to the outcome communication and request a further review, explaining what you feel has not been addressed. We will outline the available escalation steps in our written response.
Need to add information? If you’ve already submitted a complaint and want to provide additional details, submit the form again and state that it’s an update to an existing complaint (include the original date if possible).
Our commitment to learning and improvement
When we receive a complaint, we focus on both resolution and prevention. Where appropriate, we take actions such as updating patient information materials, improving appointment communications, reinforcing consent processes, or refining aftercare guidance for procedures including cataract surgery and oculoplastics.
Fair investigation
We aim to understand the full context, including what you expected and what was communicated, so conclusions are evidence-based.
Clear communication
We explain findings in plain English and tell you what we can and cannot do, including the reasons.
Service improvement
Where we identify a process issue, we document learning and apply improvements to reduce the risk of recurrence.
Patient trust and assurance
We recognise that making a complaint can feel difficult—particularly when it relates to your eyesight, surgery outcomes, or a sensitive interaction. We aim to make the process straightforward and respectful.
Respectful handling
We communicate professionally and consider reasonable adjustments where needed.
Clinically informed review
Where a complaint involves clinical care, we ensure the review is informed by appropriate clinical oversight.
Confidential by default
We only share information to investigate and respond, and we do so responsibly.
Prefer to book an appointment instead? If your priority is a clinical review (rather than a service complaint), you can still use the form and request an appointment. We’ll direct your request to the right team.
Ready to raise a complaint?
Use our secure form to tell us what happened and what outcome you’re seeking. We’ll acknowledge receipt and guide you through the next steps.
If you have urgent symptoms, do not wait for a complaints response—contact NHS 111, your GP, or 999.
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