1. What Is a Complaint?

A complaint is any expression of dissatisfaction about the care, treatment, or service you have received, whether raised verbally or in writing.

This may relate to:

• Clinical care or treatment

• Administrative or booking issues

• Facilities or environment

• Staff behaviour or communication

2. Who Can Make a Complaint?

A complaint can be made by:

• A patient or former patient

• Someone acting on behalf of a patient (with the patient’s consent)

• A parent, carer, or legal representative, where appropriate

If you are making a complaint on behalf of someone else, we may require written consent to discuss personal information.

3. How to Make a Complaint

Complaints can be raised by contacting:

Dr Burak Yurtseven
Registered Manager – MedPlus Clinic

• 📞 Telephone: 020 8292 7485

• 📧 Email: [email protected]

Postal Address:
175 Fore Street
London, N18 2XB

We encourage complaints to be made as soon as possible, and ideally within 12 months of the event or from when the issue became known.
Complaints made later may still be considered where there is a valid reason for the delay.

4. What Happens Next?

4.1 Acknowledgement

We will acknowledge your complaint within 3 working days.

4.2 Investigation

Your complaint will be investigated fairly and objectively. This may involve:

• Reviewing relevant records

• Speaking with staff involved

• Requesting further information or clarification

4.3 Response

We aim to provide a full written response within 20 working days.
If this is not possible, we will explain the reason for the delay and keep you informed.

5. Our Response Will Include

Our written response will normally include:

• A summary of your concerns

• The findings of our investigation

• Any actions taken or planned

• An apology where appropriate

• Information on what to do if you remain dissatisfied

6. Confidentiality

All complaints are handled confidentially and in accordance with UK data protection law.
Information is shared only with those who need to be involved in the investigation.

You will never be treated unfairly for raising a concern or complaint.

7. Learning and Improvement

We view complaints as an opportunity to improve our services. Feedback is reviewed by management and may result in:

• Changes to clinical or administrative practice

• Additional staff training

• Policy or service improvements

8. If You Are Not Satisfied With Our Response

If you remain unhappy with the outcome, you may escalate your complaint to an external body.

Private Patients

Independent Sector Complaints Adjudication Service (ISCAS)
🌐 www.iscas.org.uk

NHS-Funded Services (if applicable)

Parliamentary and Health Service Ombudsman (PHSO)
🌐 www.ombudsman.org.uk
📞 0345 015 4033

9. Raising a Concern with the CQC

The Care Quality Commission (CQC) does not investigate individual complaints, but you can contact them if you have concerns about our standards of care.

🌐 www.cqc.org.uk
📞 03000 616161

10. Need Help?

If you would like support in making a complaint, please speak to a member of our team.
We are here to help.