Open 9am -
020 8651 1542
10 Old Farleigh Road, CR2 8PB
Farleigh Clinic is a trading name of its partners, P. Ledger and C.G. Barratt.
Comments, suggestions & feedback
We welcome your comments, suggestions and reviews. Whether it’s about the range of reading material in our waiting room, suggestions for additional services or products we could offer or simply ask us a question, you can email them to us at comments @ farleighclinic.co.uk or use the message form on our Contact Us page. When contacting us, you consent that we may use details you provide to reply to you or contact you, such as in response to a question or for consent to post your comment on our website and social media channels. For professional organisations wishing to contact us, such as suppliers etc please contact us by phone, or in relation to a complaint about our services.
1. At Farleigh Clinic, we want our patients to be happy with the service we provide, and we welcome all comments and feedback to enable us to maintain the highest standards of service. If, however, you are not happy with the service we have provided to you, we would like to know so that we can remedy the situation.
i. The practice takes complaints very seriously and when a complaint is made, we ensure that it is dealt with promptly, professionally and courteously so that a resolution is reached as quickly as possible. Our complaints policy is based on those objectives.
ii. When responding to a complaint, we aim to treat you the way we would like to be treated if we were in that position. We would expect courtesy, politeness and professionalism, as should you from us.
iii. We aim to respond to any complaints made effectively and ensure that we take the opportunity to learn from the experience and improve our service to ensure it does not happen again. The person responsible for dealing with any complaint about the service which we provide at Farleigh Clinic is our practice director, Dr C.G. Barratt. Please direct any complaints in the first instance to:
By post: Dr C.G. Barratt, Farleigh Clinic, 10 Old Farleigh Road, Selsdon, Surrey, CR2 8PB
By phone: 020 8651 1542
2. Complaints made verbally
i. If a patient makes a verbal complaint, we will listen to and offer to refer the patient or their representative(s) to the practice director without delay.
ii. If the practice director is not available at the time the complaint is made, then the patient or their representative(s) will be advised when they will be able to talk to the practice director or representative, and arrangements will be made for the practice director or representative to contact the patient or their representative(s) at the earliest convenience.
iii. The member of staff receiving the complaint will take brief details of the complaint along with contact details and pass them on to the practice director for action at the earliest possible opportunity.
iv. Farleigh Clinic maintains records of any verbal complaint received.
3. Complaints made in writing
i. When a complaint is made in writing or by email, the letter or email will be passed to the practice director without delay.
Complaints regarding any aspect of clinical care will normally be referred to the lead practice consultant, Dr Barratt.
ii. We will acknowledge the patient’s complaint in writing and enclose a copy of our complaints policy as soon as possible, this is normally within 7 days.
iii. We will investigate the complaint and respond to the complainant normally within 28 days of receipt of the complaint.
iv. If for any reason we are unable to investigate the complaint within this timeframe, we will notify the complainant in writing, giving reasons for the delay and a revised timeframe within which the investigation will be completed.
v. We will confirm the decision about the complaint as soon as possible after completing our investigation, in writing. This may or may not include notice of any action taken, depending on professional confidentiality and any restrictions imposed by law.
vi. Farleigh Clinic maintains full and comprehensive records of any written complaint received.
4. If a patient is not satisfied with the result of our procedure
i. We are happy that our procedure for handling complaints is robust and capable of dealing with the vast majority of issues should they arise, but as professionals we accept that sometimes a complainant may wish to take things further. There is currently no mandatory framework in place in the United Kingdom or professional body controlling the aesthetics industry but the UK Government is looking to change this situation and Farleigh Clinic is fully supportive of efforts to regulate the industry.
ii. The treatment consultants at Farleigh Clinic have undergone rigorous professional training to carry out the procedures which are offered to patients at the practice, and should you wish to view our certification you are welcome to do so upon request.
Feedback, Comments & Complaints