Patient Complaints Procedure
At ABBI Clinic, we are committed to providing high-quality care in a compassionate, respectful, and responsive manner. We welcome feedback from our patients and view complaints as an opportunity to improve our services. A copy of our complaints policy is available upon request.
How to Make a Complaint
If you are unhappy with any aspect of the care or service you have received, you have the right to raise a concern or make a complaint. You can do this in any form that is comfortable for you, which could be:
Written (by email or letter)
Verbal (in person or over the phone)
Audio or video message
You are welcome to speak with any member of the clinical team, who will ensure your concern is acknowledged and directed to the appropriate person. You are also welcome to make a complaint anonymously, if you prefer.
Get In Touch
Who to Contact
Our Complaints Lead and Freedom to Speak Up Champion is Angela Riley. She is responsible for overseeing complaints and ensuring that all concerns are handled fairly, promptly, and confidentially.
If you would like to raise a complaint directly with Angela Riley, you can contact her by email, phone, or in person.
What Happens Next
Once we receive your complaint, we will:
Acknowledge receipt within 3 working days.
Investigate the matter thoroughly and fairly.
Respond with an explanation, any actions taken, and how we will prevent the issue from recurring, typically within 28 working days.
We aim to resolve most complaints quickly and informally, but if further time is needed, we will keep you informed throughout the process.
Confidentiality and Support
All complaints are handled confidentially and in line with data protection regulations. You will not be treated any differently for raising a concern, and your care will not be affected in any way.
If you need help making a complaint or require support, please let us know — we are here to assist you.
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