Complaints
If something has gone wrong, or our service has fallen short, we would like to know. This page explains how to raise a complaint, what happens once you have, and where to turn if you are not happy with our answer.
We would rather hear it
Most problems are small and most are fixed quickly. Whether yours is small or serious, we treat every complaint properly: we listen, we investigate, and we tell you what we found.
Raising a complaint will not affect the care you receive from us, now or in the future. Complaints are handled confidentially and overseen by our registered manager. Where something has gone wrong, we say so, we apologise, and we change what needs changing.
How to raise a complaint
By email
Write to enquiries@cliniquealpa.co.uk. Include your name, a contact number and what happened. Email is usually the quickest route.
By phone
Call us on 020 8882 8088. If the right person is not available when you call, we take a message and call you back.
In writing
Post your complaint to Clinique Alpa, 466 Green Lanes, Palmers Green, London N13 5PA. Mark it for the attention of the registered manager.
What happens next
We acknowledge it
You hear from us within 3 working days of us receiving your complaint, confirming who is looking into it.
We investigate
We review the records, speak to the people involved and, if we need more detail, come back to you with questions.
We respond in full
Our aim is to give you a full written response within 20 working days. If a complaint needs longer, we tell you why and keep you updated.
We put it right
Where we got something wrong we say so plainly, apologise, and make the changes needed to stop it happening again.
If you are not satisfied with our response
We hope to resolve every complaint ourselves, but you have routes beyond us.
Clinique Alpa is registered with the Care Quality Commission (CQC). The CQC does not investigate individual complaints, but you can tell them about your experience at cqc.org.uk, and what you tell them informs how they monitor services.
For private healthcare complaints that cannot be resolved between you and the provider, the Independent Sector Complaints Adjudication Service (ISCAS) is the usual route. If we reach the end of our process and you remain unhappy, we will advise you on the escalation routes open to you.
If your complaint is about how we have handled your personal information, you can raise it with the Information Commissioner’s Office at ico.org.uk. We would ask you to raise it with us first, so we have the chance to put it right.
Complaints and urgent medical concerns
A complaint is the right route for concerns about our service. It is not the right route for a medical problem that needs attention now.
- If you have a medical emergency, such as severe chest pain, difficulty breathing, signs of a stroke, or heavy bleeding, call 999 or go to A&E now.
- If you need urgent medical advice that cannot wait, contact NHS 111.
- Clinique Alpa provides private healthcare alongside your NHS care. It does not replace your NHS GP.
Tell us what happened
A conversation sorts out most concerns quickly. If something was not right, tell us and we will look into it properly.