Contact Us

Feedback & Complaints

We are committed to providing the highest standard of care and service to every patient. If something has not met your expectations, we want to hear from you so that we can put it right and learn from your experience.


How to make a complaint

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

  • In person — speak to any member of our team during your visit and we will do our best to resolve your concern immediately
  • By phone — call us on 0203 81 81 889
  • By email — write to us at info@therealclinic.com or complete the adjacent contact form
  • In writing — send your letter to: The Real Clinic, 25 Patcham Terrace, London, SW8 4EX


Please include your name, contact details, and a clear description of your concern so that we can respond to you promptly.

Contact Us

What happens next

We will acknowledge your complaint within two working days. We aim to investigate and provide you with a full written response within 20 working days. If your complaint is complex and we need more time, we will let you know and keep you updated on our progress.


All complaints are handled confidentially and are investigated thoroughly and fairly. We will not treat you any differently as a result of raising a concern.


If you remain dissatisfied

If you are not satisfied with our response, you can escalate your concern to one of the following independent bodies:


  • Care Quality Commission (CQC) The CQC regulates our clinical services. While the CQC does not investigate individual complaints, you can share your experience with them and it will inform their regulatory oversight of our service. Website: www.cqc.org.uk Phone: 03000 616161
  • Parliamentary and Health Service Ombudsman (PHSO) If your complaint relates to NHS-funded treatment you received at our clinic, you may be able to refer your complaint to the PHSO if you remain dissatisfied after our internal process is complete. Website: www.ombudsman.org.uk Phone: 0345 015 4033
  • Information Commissioner's Office (ICO) If your complaint relates to how we have handled your personal data, you can contact the ICO. Website: ico.org.uk/global/contact-us Phone: 0303 123 1113


Our commitment

We treat every complaint as an opportunity to improve. All concerns are reviewed by our Hospital Director, Mr Greg Thorpe, and feedback is used to inform our clinical governance and quality improvement processes. We publish a summary of complaints and outcomes in our annual quality report.


CALL THE CLINIC:

020 3818 1889

SEND US AN ENQUIRY:

info@therealclinic.com

FOLLOW US:

Where to find us

The REAL Clinic
25 Patcham Terrace
London
SW8 4EX


VIA BUS:
The nearest bus stops are at Battersea Park Station. Stops A, B, C & D are a short walk from the clinic.


VIA TRAIN / TUBE:
Battersea Park Overground is opposite the clinic, with Queenstown just a 200 yard walk away. Battersea Power Station Northern Line is only 5 minutes walk from the clinic. We are in the same building as Sainsbury Local


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