The Fat Loss Centre is committed to providing high-quality healthcare services to all our patients. We recognise that there will be times when patients, their families or carers, staff and others are dissatisfied with aspects of the care and services provided, and we are committed to dealing with any issues that arise as quickly and effectively as possible.

Duty of candour, implemented under the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014: Regulation 20, underpins a culture of honesty, openness and transparency, and is a duty on everyone at The Fat Loss Centre.

The Complaints Lead at The Fat Loss Centre is the Registered Manager, Vikas Gaurav.

2. Policy statement and purpose

All concerns and complaints will be treated seriously and investigated promptly in accordance with this policy. Staff receive training to deal with concerns and complaints, and everyone including staff and patients has access to this policy in order to raise a concern or make a complaint. Lessons learned from feedback are used to improve the quality of care and services provided.

3. Scope

This policy applies to all staff at The Fat Loss Centre and to patients, and covers complaints about clinical care, administrative procedures, staff conduct, facilities and equipment.

4. Submitting feedback

Concerns can be given verbally or in writing to any member of staff. Complaints must be submitted in writing (via email, letter or text) to the Complaints Lead. Where a complainant is unable to submit a complaint in writing, they can raise it with the Complaints Lead, who will record it. Comments on social media will not normally be treated as formal complaints unless submitted in writing as outlined above.

5. Managing concerns

Many concerns arise from a lack of information and can be resolved at the time by advice, an apology or further explanation. On receipt of a concern, staff will make sure immediate care needs are met, offer the opportunity to discuss the concern further, check whether a formal complaint is wanted, make any enquiries required, and respond appropriately. All concerns are recorded on the incident management system. Where a concern cannot be resolved informally, it is forwarded to the Complaints Lead.

6. Making a complaint

Complaints can be made in writing to info@fatlosscentre.com, by phone on 020 8150 7286, or in person at the clinic. Please provide as much detail as possible, including:

Your name and contact details.
The date and time of the incident.
A full description of what happened.
The impact of the incident on you.

7. Acknowledgement

We will acknowledge receipt of your complaint within three working days and record it on the incident management system. The person responsible for handling complaints at The Fat Loss Centre is Vikas Gaurav, Registered Manager.

8. Investigation

The Complaints Lead will investigate the complaint without undue delay, and complainants ordinarily receive a written response within 28 working days of receipt. Where the complaint is about the Complaints Lead, the Business Development / Operations Manager will handle it. Complainants are sent regular updates on progress and likely timescales. The investigation may include:

Contacting the complainant to identify the outcome they are seeking.
Developing a timeline of what occurred.
Identifying any shortfalls in the level of care provided.
Identifying clear, assigned actions to prevent recurrence and improve care quality.
Interviewing any staff involved in the incident.
Giving the complainant the opportunity to provide their account.
Reviewing the relevant documentation and evidence.
Where appropriate, using root cause analysis to identify contributory factors.

9. Complaint time limit

A complaint must be made no later than 12 months after the date the matter occurred, or the date on which the matter came to the notice of the complainant.

10. Complaint response

We aim to provide a full and final response to your complaint within 20 working days. Responses will:

Conclude and evidence how a decision was reached.
Outline our findings and any action taken to address the issue.
Include a meaningful apology where it is due.
Explain how the complaint was considered and who was involved in the investigation.
Refer to any documents, guidelines or records considered.
Signpost the next steps, including details of the Local Government Ombudsman.
Tell the complainant what has been done to put things right, where appropriate.

11. Appeal process

If you are not happy with the outcome, you may write to the Complaints Lead to request an internal appeal. The Complaints Lead will review the initial investigation, contact you to understand why you are unhappy, and appoint an independent investigator whose name and contact details will be shared with you. The independent investigator will review the case, discuss your continuing concerns, carry out further investigation if necessary, decide whether the initial outcome should be upheld, and inform you of the appeal outcome.

12. Independent review

If you remain unsatisfied with the outcome of the internal appeal, you can refer your complaint to the Local Government Ombudsman, or to Cosmetic Redress:

Cosmetic Redress
First Floor, Lumiere, Elstree Way, Borehamwood, Herts, WD6 1JH
Phone: 020 3907 1853
Email: info@cosmeticredress.co.uk

Our service is registered with the UK healthcare regulator, the Care Quality Commission (CQC). Service users can also escalate a complaint to the CQC, who will note the complaint and use it as part of their inspection process, although they do not have an active role in resolving complaints.

Care Quality Commission, National Correspondence, Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA
Tel: 03000 616161, Monday to Friday 8.30am to 5.30pm
cqc.org.uk complaints guidance

13. Unreasonable complainant behaviour

Most complainants behave appropriately, but a small number may make complaints that are malicious or vexatious. Each complaint is considered individually on its merits rather than on the complainant's attitude. Where behaviour is judged habitual or vexatious, the Complaints Lead may limit contact routes while ensuring at least one route of contact remains available, and will notify the complainant in writing with reasons. This status can be withdrawn if a complainant demonstrates a more reasonable approach.

14. Confidentiality and consent

We have a legal duty to maintain the confidentiality of personal information and will not access or share complaint information outside our standard operating procedures. All personal data is recorded and stored on a secure server with limited authorised access, and retained in accordance with our Data Protection Policy.

15. Monitoring and lessons learned

We regard all forms of feedback as an opportunity to improve care, and operate within a just culture framework. The Complaints Lead ensures everyone is kept informed of issues arising from complaints, lessons learned and proposed service improvements. An audit of the complaints process is reviewed annually and all feedback paperwork is retained for a minimum of three years.

16. Governance

This policy is owned, implemented, monitored and reviewed by the Complaints Lead, Vikas Gaurav. It is reviewed annually, or sooner following changes in legislation or findings from incidents.

17. Key legislation

Care Act 2014
Compensation Act 2006
Data Protection Act 2018
Human Rights Act 1998
Mental Capacity Act 2005
The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014

Approved by Vikas Gaurav, June 2024. Reviewed 6 June 2025. Next review June 2026.