Complaints

We’re Here to Listen and Put Things Right 

We work hard to meet – and hopefully exceed – every patient’s expectations. In 2024, following nearly 25,000 private appointments, The MOLE Clinic received just 16 complaints, and we used every one of them to improve how we care for patients. 

If you’re worried about anything, feel something hasn’t quite gone to plan, or just want to talk something through, please get in touch with us. We’re here to help, and most issues can be resolved quickly and informally. We’d be grateful for the opportunity to make things right. 

If we do fall short, we appreciate hearing from patients and always try to use feedback to improve our services and standards.

Informal or Formal – You Choose 

You may raise: 

  • An informal concern – to highlight an issue, ask a question, or give feedback so we can put things right straight away. 
    We encourage you to contact our customer service team directly: 
    customerservice@themoleclinic.co.uk 
    0800 423 4212 
  • A formal complaint – when you would prefer a full investigation and a written response. 

We’re always happy to help you decide which option feels most appropriate.

Our Promise 

We’ll always listen carefully, treat you with respect, and be open and fair in how we handle your concerns. Every piece of feedback helps us improve our service and patient care.  

How to Make a Complaint 

Step 1 – Contact Customer Service (Recommended First Step) 

We’d really appreciate the chance to talk things through with you first. Many worries or misunderstandings can be sorted out quickly with a friendly conversation, and we’re always happy to help. 

You can reach our Customer Service team at: 
customerservice@themoleclinic.co.uk 
0800 423 4212

We’ll listen carefully, make sure we understand your concerns, and work with you to find a fair and timely way forward. 

Step 2 – Making a Formal Complaint (If You’d Rather Use the Formal Process) 

If we’re not able to resolve your concern informally, or if you’d simply prefer a formal process, you’re welcome to submit a complaint, ideally within 6 months of the event. 

You can do this using our Formal Complaint Form below. 

Once received, your complaint will be looked after by the Complaints Manager, who may also offer a phone call or appointment if that would make the process easier for you. 

Our aim is always to ensure you feel heard, supported, and treated with fairness throughout.

Timeframes for Formal Complaints 

We want to keep you informed at every step: 

  • Within 3 working days: We’ll send you a written acknowledgement.
  • Normally within 20 working days: You’ll receive a full written response. 
  • If more time is needed: Sometimes an investigation is more complex, or key people may be away. If that happens, we’ll send you an update within 20 working days, and continue to update you at least every 20 working days until we can give you a complete response. 

We will only extend time limits if there is a good reason to do so and if this allows a fair and thorough investigation.

Formal Complaint Management   

Stage 1 – Local Resolution 

Your formal complaint will first be reviewed by our Complaints Manager, who will look into the issues raised and do their best to resolve the matter to your satisfaction. 

Stage 2 – Internal Review 

If you feel that your Stage 1 response hasn’t addressed your concerns, you’re welcome to request a further review. 

How to Escalate 

To move to Stage 2, simply reply to the Stage 1 response email, letting us know: 

  1. That you’d like your complaint to be escalated to Stage 2, and 
  2. Why you’re still unhappy with the outcome. 

Your email will go directly to our Complaints Lead, who will take a fresh look at how your complaint was handled and provide you with another response. 

Stage 3 – Independent Adjudication 

If, after Stage 2, you still feel your concerns haven’t been fully addressed, you may request an independent review from: 

Independent Sector Complaints Adjudication Service (ISCAS) 
3rd Floor, 100 St. Paul’s Churchyard 
London EC4M 8BU 
0207 536 6091

They provide an impartial, external view to help bring the matter to a fair conclusion. 

Raising Concerns with the Regulator 

You can also raise concerns at any time with our regulator, the Care Quality Commission (CQC): 

CQC National Customer Service Centre 
Citygate, Gallowgate 
Newcastle Upon Tyne 
NE1 4PA 
0300 061 6161

Formal Complaints Form

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