Complaints Procedure
Last updated: September 2026
Our commitment
At Clinic Platina, we're committed to providing an exceptional standard of care, and to handling any concerns about that care promptly, fairly, and transparently. Honesty is one of our founding principles, and that applies to how we handle concerns as much as anything else.
Scope
This procedure applies to anyone who wishes to raise a complaint about any aspect of their experience with Clinic Platina, including clinical treatment, customer service, or administrative matters.
Our objectives
- To provide a transparent, accessible process for raising a complaint
- To ensure every complaint is handled promptly, fairly, and confidentially
- To use complaints as a genuine opportunity to improve our care
How to raise a concern
Step 1 — Talk to us directly
Most concerns are resolved quickly through direct conversation. Contact us on 020 8226 0165 or hello@clinicplatina.com, and speak with our Clinic Coordinator or Director in the first instance.
Step 2 — Submit a formal written complaint
If your concern isn't resolved informally, or you'd prefer to raise it formally from the start, write to us at the details below, including your name, contact information, the nature of your complaint, and any relevant supporting information.
We will acknowledge your complaint within 3 working days. Your complaint will be assigned to a designated complaints handler, who will conduct a thorough and impartial investigation, and may contact you for further information. We aim to provide a full written response within 20 working days of acknowledgement, including our findings, any remedial action taken, and your right to escalate if you remain unsatisfied. If your complaint is complex and needs longer, we'll tell you and explain why.
Step 3 — Escalation
If you remain unhappy after our formal response, you have the right to escalate your complaint to our medical indemnity provider, Hamilton Fraser, or, for matters of professional conduct, the General Medical Council.
Records and monitoring
All complaints and their resolutions are documented and reviewed, so we can identify genuine opportunities to improve our service.
Review of this procedure
This procedure is reviewed regularly to ensure it remains effective and relevant, and updated as needed.
Contact us
Clinic Platina Ltd
24B Notting Hill Gate
London W11 3JE
hello@clinicplatina.com · 020 8226 0165