Client Complaint Guide

We try very hard to meet or exceed all our patient's expectations and we usually succeed. In 2022, following nearly 20,000 private consultations, The MOLE Clinic in London received just 19 complaints.

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

You may make:

  • an informal complaint simply to bring your view to our attention, or

  • a formal complaint which requires a response.

Our promise to you:

  • We will listen to every complaint

  • We will be open, honest and thorough in any investigation

  • We will deal with everyone fairly and objectively

  • We will respond promptly

  • We will seek to resolve any issues amicably

  • We will use the experience to improve our services and standards.

Making a complaint:

If you would like to make a complaint after you have left the clinic, please so as soon as possible (but no longer than 6 months of the complaint event) using the Complaint Form below.

Formal complaints will be co-ordinated by the clinic manager and you may be invited to speak to us on the phone or an appointment can be made for you.

Timeframes for formal complaint responses:

A written acknowledgement will be provided within 3 working days of receipt of a complaint, unless a full written response can be sent within 5 working days.

Normally, a full written response will be provided within 20 working days when the outcome of the investigation is known. Where this is not possible due to the complexity of the investigation or a temporary absence of key people, a holding email will be provided within 20 working days explaining the reason for not being able to provide a full response in this time frame. Further holding emails will be sent at least every 20 working days in the event a response is not possible within the extended time frame.

Time limits may be extended where an investigation finds there is good reason to do so, and there is a realistic opportunity of conducting a fair and effective investigation into the issues raised.

Formal Complaint Management

  • Stage 1 - Local Resolution

Your complaint will be investigated by the clinic's Complaints Manager, who will do his best to resolve the complaint to your satisfaction.

  • Stage 2 - Internal Review

If you are unhappy with the Complaints Manager's response, you will be invited to contact the clinic's Complaints Lead who will review the Complaint Manager's handling of your complaint.

  • Stage 3 - Independent Adjudication

If you are also unhappy with the Complaints Lead's response and require an independent adjudication, you will be invited to contact the Independent Sector Complaints Adjudication Service, 3rd Floor, 100 St. Paul’s Churchyard, London EC4M 8BU T:0207 536 6091.

You may also, at any time, raise concerns about standards of care with the regulatory body with which the clinic is registered: Care Quality Commission. CQC National Customer Service Centre, Citygate, Gallowgate, Newcastle Upon Tyne, NE1 4PA. T: 0300 061 6161.