Legal
Complaints Policy
Last updated: June 2025
We take every complaint seriously and are committed to resolving concerns promptly, fairly and to your satisfaction. All complaints are treated confidentially and will not affect your ongoing care in any way.
How to Raise a Complaint
You can raise a complaint by any of the following routes:
- By email: hello@londonmounjaroclinic.co.uk - please mark your email "Formal Complaint"
- By post: 28-29 Wilcox Close, London SW8 2UD
- In person: Ask to speak with our Clinic Manager at any appointment
- By WhatsApp or phone: 0207 207 6919 - we will arrange for a written follow-up
What Happens Next
Acknowledgement - within 2 working days
We will acknowledge your complaint in writing and confirm the name of the person handling it.
Investigation - within 10 working days
We will investigate your complaint thoroughly and provide a full written response with a proposed resolution. For complex complaints requiring external review, we will keep you updated on progress.
Final response - within 20 working days
All complaints will receive a final written response within 20 working days. If we require more time, we will contact you to explain why and agree a new timeline.
If You Remain Unhappy
If you are not satisfied with our response, you may escalate your complaint to the relevant regulatory body. You do not need to have gone through our internal process first for some of these routes.
Independent mediation
The Patients Association offers free independent support and advice.
patients-association.org.ukLearning from Complaints
Every complaint is reviewed by our Clinical Director. Where complaints identify areas for improvement, we take action to prevent recurrence. We compile an anonymised summary of complaints annually as part of our clinical governance review.