Complaints Procedure

We are committed to resolving any concerns you may have about our services.

Mirror Image Clinic Ltd strives to provide high quality, safe and effective services. If we fall short of this standard, we are committed to resolving your concerns promptly and fairly. This procedure is in accordance with CQC Regulation 16 (Receiving and Acting on Complaints).

How to make a complaint

If you are unhappy with any aspect of your care or treatment, please contact us using any of the following methods:

The person responsible for managing complaints is Emma Harris, Registered Manager.

What happens next

Once we receive your complaint, we will:

  • Acknowledge receipt within 3 working days.
  • Investigate the matter thoroughly and impartially.
  • Keep you informed of progress if the investigation takes longer than expected.
  • Provide a full written response within 20 working days, or explain any delay.
  • Take appropriate action to prevent recurrence where necessary.
  • Maintain a record of all complaints in accordance with CQC requirements.

If you remain unsatisfied

If you are not satisfied with our response, you may escalate your complaint to the following independent bodies:

Care Quality Commission (CQC) — the independent regulator of health and social care in England. Please note the CQC does not investigate individual complaints, but your feedback informs their regulation of our service.
Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA
www.cqc.org.uk  |  Tel: 03000 616161

Independent Sector Complaints Adjudication Service (ISCAS) — provides independent adjudication for complaints about private healthcare providers.
www.iscas.org.uk

Parliamentary and Health Service Ombudsman (PHSO) — for complaints about NHS-funded treatment.
www.ombudsman.org.uk  |  Tel: 0345 015 4033