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Complaints Policy 

Onebody Clinic Ltd - Complaints Procedure

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1. Introduction At Onebody Clinic, we are committed to providing the highest standards of care and service to our patients. We recognize that there may be occasions when our service does not meet expectations, and we welcome feedback to help us improve. This document outlines the procedure for making a complaint and how we will handle it.

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2. How to Make a Complaint If you are dissatisfied with any aspect of our service, we encourage you to raise your concerns as soon as possible. Complaints can be made in the following ways:​

  • By Phone: Call us at 0207 018 3980.

  • By Email: Send an email to info@onebodyclinic.co.uk.

  • In Writing: Address your complaint to the Clinic Manager at Onebody Clinic, 23 Chiswick High Rd, London W4 2ND. ​​

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3. Information to Provide To help us address your complaint effectively, please provide:

  • Your full name and contact details.

  • A clear description of your complaint.

  • The date and time of the incident (if applicable).

  • The names of any staff members involved (if known).

  • Any supporting documents or evidence.

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4. Complaint Handling Process

  • Acknowledgment: We will acknowledge your complaint within 3 working days of receipt.

  • Investigation: A thorough investigation will be conducted, which may involve speaking with relevant staff members and reviewing records.

  • Response: We will provide a formal response within 10 working days. If further investigation is needed, we will keep you informed of the progress and expected resolution timeframe.

  • Resolution: We aim to resolve all complaints fairly and in a timely manner. Where appropriate, we will offer an explanation, an apology, or details of actions taken to prevent recurrence.

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5. Escalation Process If you are not satisfied with our response, you may request a review by the Clinic Manager. If the issue remains unresolved, you may escalate the complaint to a relevant external body, such as:

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6. Confidentiality All complaints will be handled with the utmost confidentiality. Information will only be shared with those directly involved in resolving the complaint.

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7. Continuous Improvement We review all complaints and feedback regularly to improve our services and prevent similar issues in the future.

For further information or to discuss any concerns, please contact us at Onebody Clinic. 

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Onebody Clinic

23 Chiswick High Rd, London, W4 2ND.  Tel. 0207 018 3980

info@onebodyclinic.co.uk

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