Complaints

 

Clearly Hearing Ltd is committed to providing the highest standard of clinical care and customer service. We take all complaints seriously and use them as an opportunity to improve. This procedure explains how to raise a concern and what will happen next.

 

1. How to make a complaint

You can raise a concern or complaint in the following ways:

  • By email: hello@clearlyhearing.co.uk
  • By telephone: 020 7458 4525
  • In writing: Clearly Hearing Ltd, Inside OruSpace, 20-22 Lordship Lane, London, SE22 8HN

Please provide as much detail as possible, including your name, contact details, the date of the appointment or incident, and a description of your concern.

 

2. What happens next

Acknowledgement

We will acknowledge your complaint within 3 working days of receiving it. Our acknowledgement will confirm who is handling your complaint and give you an estimated timeframe for our full response.

Investigation

Your complaint will be reviewed by Dr Dayna Edwin or a senior member of the team. We will review your clinical records, any relevant correspondence, and speak with the clinician involved where appropriate. We aim to investigate complaints thoroughly, fairly and impartially.

Full response

We will provide a full written response within 20 working days of receiving your complaint. If we need more time — for example, because the matter is complex or requires input from a third party — we will let you know and provide a revised timeframe.

Our response will explain our findings, any actions we are taking as a result, and any offer of remedy where appropriate.

 

3. Remedies

Depending on the nature of your complaint, we may offer one or more of the following:

  • An apology and explanation.
  • A repeat appointment at no charge.
  • A full or partial refund.
  • A referral to another specialist.
  • A change to our procedures to prevent recurrence.

 

4. If you remain dissatisfied

If you are not satisfied with our response, you have the right to escalate your complaint to the relevant external body:

Health and Care Professions Council (HCPC)

As HCPC-registered practitioners, our clinical conduct is regulated by the HCPC. You may raise a fitness to practise concern with them at:

  • Website: www.hcpc-uk.org
  • Telephone: 0300 500 6184
  • Address: HCPC, 186 Kennington Park Road, London, SE11 4BU

Information Commissioner’s Office (ICO)

If your complaint relates to how we have handled your personal data:

  • Website: www.ico.org.uk
  • Telephone: 0303 123 1113

Citizens Advice / Trading Standards

If your complaint relates to a consumer matter such as a product or payment dispute, you may seek advice from Citizens Advice at www.citizensadvice.org.uk.

 

5. Confidentiality

All complaints are handled confidentially. Information will only be shared with those directly involved in investigating and resolving your complaint.

 

6. Learning from complaints

We record all complaints and use them to review and improve our clinical practice and service delivery. We do not penalise patients or customers for raising concerns.

 

7. Changes to this procedure

We may update this procedure from time to time. The current version is always available on our website.