Complaints

We aim to provide exceptional care, but we recognize that there may be occasions when we don’t get everything right. We take all feedback and complaints seriously and use them to improve our services.

For a copy of our full complaints policy, please email info@lamenaclinics.co.uk and request complaints document

How to Submit a Complaint

You can raise your concerns through any of the following channels:

What to Include

To help us investigate thoroughly, please provide:

  1.  A description of the person or incident that caused concern.
  2. The date and location of the event.
  3.  Any actions already taken to resolve the issue.
  4. Your desired outcome or how you would like the matter resolved.

Our Response Timeline

We are committed to a prompt and transparent resolution process:

  • Acknowledgment: Within 5 working days.
  • Full Response: Within 14 working days for general complaints.
  • Clinical Complaints: If your concern involves the medical management of a specific healthcare professional, that practitioner will respond within 7 days after consulting with their professional indemnity insurer.

Quality Assurance
At Lamena Clinic, we only work with fully qualified healthcare professionals. We maintain rigorous internal systems to audit and review our team’s performance, ensuring you always receive care that meets the highest clinical standards.