The Hormone Clinic Complaints Procedure

Information for patients

The Hormone Clinic is committed to providing a high-quality online independent healthcare service. It is recognised that there may be occasions when patients may wish to complain about some aspect of the service. If you feel you wish to discuss an issue, or indeed make a complaint, we kindly ask that you bring this to the attention of a member of staff as soon as possible. This complaints procedure ensures that your complaint will be dealt with as quickly as possible.

Verbal Complaints

If you wish to speak to someone about an aspect of The Hormone Clinic healthcare service, please speak to a member of staff as soon as possible, preferably during, or after, your online consultation, and we will attempt to resolve your concerns as soon as possible.

Written Complaints

Stage 1

If you are not fully satisfied, you can put your concerns in writing.

All written complaints should be addressed to the Registered Manager, Dr Rachel Jones, and emailed to: Please describe as fully as you can the nature of your complaint stating:

  • what you are unhappy about
  • when the incident took place, and
  • what staff were present at the time.

Your complaint will be acknowledged in writing within 3 working days. A full investigation will be carried out and we will contact you in order to discuss and resolve the issue/s. You will receive a full written response within 20 working days of the complaint being received. If a full response cannot be given within 20 working days, we will write to you to explain the reason for the delay. You will receive a full written response within 5 days of a conclusion being reached.

Please be assured that The Hormone Clinic takes all complaints very seriously and following investigation, will consider making changes to the patient service.

Stage 2

If you remain dissatisfied following the final stage 1 response. then you will be offered a meeting with the Registered Manager.

Stage 3 

If you remain dissatisfied following the outcome of Stage 2, then you can contact the local ISCAS (Independent Sector Complaints Adjudication Service) who will arbitrate between both sides to seek a mutual agreement. If at that point resolution is still not achieved then either side can refer the matter to the Health Commissioner. Escalation to Stage 2 must be made in writing within six months of the final Stage 1 response.

Throughout the process all information, documents, and records relevant to your complaint will be treated in the strictest confidence and no information will be divulged to any parties who are not involved, unless required to do so by law.


The Hormone Clinic
Company Registration: 14099060