Make A Complaint

How to Complain

• We are sorry that we do not always get things quite right.

• We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally, within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaints within 12 months of an incident happening or of becoming aware of the matter complained about.

• Complaints should be addressed to Mrs A Mahatma (Assistant Manager) or in her absence, to the Practice Manager.

• Complaints may be received in writing/orally – you can get a form from reception

• You can complain by emailing our complaints inbox: claremontclinic.complaints@nhs.net

• You may ask for an appointment with Mrs A Mahatma in order to discuss your concerns. She will explain the complaints procedure to you and will make sure your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.

What We Shall Do

• We shall acknowledge your complaint within three working days, and we will try to respond in a timely fashion soon after the date you raised the complaint with us after having investigated the matter. We shall then be in a position to offer you an explanation, or a meeting with the people involved. When we look into your complaint, we shall aim to:

– Find out what happened and what went wrong.

– Make it possible for you to discuss the problem with those concerned, if you would like this.

– Make sure you receive an apology, where this is appropriate.

– Identify what we can do to make sure the problem does not re-occur.

• You may complain to the local integrated care board (ICB) – Claremont Clinic is overseen by the NHS North East London ICB.

Complaints can be sent to the North East London Integrated Care Board

Complaints Department
NHS North East London
4th Floor – Unex Tower
5 Station Street
London E15 1DA

Phone: 020 8221 5750

Email: nelondonicb.complaints@nhs.net

• If you remain unhappy after local resolution and independent review then you can complain to the Health Service Ombudsman. The Ombudsman is completely independent of Claremont Clinic, the NHS and Government. You can contact the Ombudsman at:

Health Service Ombudsman
Millbank Tower,
Millbank,
London SW1P 4QP

Phone: 0345 015 4033

Complaining On Behalf Of Someone Else

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

Independent Advice and Advocacy Support

You can get free support, at any time, from an independent complaint advocacy service.
They can help write letters and assist in presenting your case.

Healthwatch Newham NHS Complaints Advocacy Service

You can contact them by:

Newham NHS Complaints Advocacy Service
The Resource Centre
200 Chargeable Lane,
London E13 8DW

Phone: 020 3828 8245
Email: advocacy@healthwatchnewham.co.uk

Independent Complaints Advocacy Service:

A new service was instituted by the government to assist those who wish to or are making complaints about the NHS – the Independent Complaints Advocacy Service (ICAS). In the London region, ICAS is being provided by the Citizens’ Advice Bureau. You determine how much you want from ICAS, be it advice, assistance or support. The service is free and confidential and can be contacted via their head office at:

NHS Complaints Advocacy VoiceAbility,
Mount Pleasant House,
Huntingdon Road,
Cambridge CB3 0RN.
Phone: 0300 330 5454

Updated October 2024