Introduction

EdenMed Clinic is committed to providing our clients with excellent

service. To ensure we maintain this high standard, we encourage you to provide feedback. Your feedback enables us to make improvements to our products and services.

We understand that there may be occasions when our service does not meet

the high standards we strive for. Therefore, we are committed to resolving your complaint in a timely and satisfactory manner. At EdenMed Clinic, we promise to listen to your complaint, treat it seriously and with respect, and learn from it.

Our customer complaints policy covers complaints about the following:

• The standard of service we provide;
• The way we have processed your data;
• The behaviour of our staff; and

Our customer complaints policy does not cover the following:

• Matters that have already been fully investigated through this grievance procedure;
• Anonymous complaints; or
• Complaints about access to information where procedures and remedies are set out in legislation.

EdenMed Clinic’s Standards for Handling Complaints

• Your complaint will be treated both seriously and with respect, whether it is submitted by letter, email, or in person.
• You will be treated with courtesy and fairness as you work with EdenMed personnel.
• Your complaint will be treated confidentially within the department.
• Your complaint will be dealt with promptly – we will acknowledge receipt within 2 working days and send you a full response within 2 weeks. If we cannot provide a full reply within 2 weeks, we will inform you of the reason and let you know when you can expect a full response.
• We will publish information concerning your complaint in our annual report, detailing the numbers and categories of complaints received over the year in order to learn from your feedback.

Confidentiality

All complaints received by EdenMed Clinic will be dealt with confidentially and in accordance with the requirements of the General Data Protection Regulation.

Making a Formal Complaint

Stage 1: Informal Resolution

Once we have received your complaint, we will respond within 2 working days to inform you that you can expect a full response within 2 weeks.

We will then appoint an appropriate member of the team to conduct a full investigation into your complaint. The aim is to address each issue raised in your complaint. If appropriate, a face-to-face meeting may be arranged to better discuss what EdenMed Clinic can provide in response to your complaint.

If you remain dissatisfied after receiving the initial response, you may request that your complaint be reviewed under Stage 2. However, before proceeding to Stage 2, you must clarify why you are not satisfied with the handling of your complaint. If we agree that there is evidence suggesting your complaint was not properly or sufficiently considered, your complaint will be reviewed under Stage 2.

Stage 2: Formal Resolution

Upon approval for further review, we will respond within 2 working days to confirm receipt and inform you that you can expect a further full response within 2 weeks.

An appropriate tea member will review your complaint. They will work to better address each issue raised and any shortcomings present during Stage 1. If appropriate, a face-to-face meeting may be arranged to better discuss what EdenMed Clinic can provide in response to your complaint.

If You Remain Unsatisfied

If you remain unsatisfied with the response to your complaint after Stage 2, you have the option of contacting the public service ombudsman at https://www.ombudsman-services.org/. Before your complaint can be reviewed further by the ombudsman, you must clarify why you are not satisfied with the handling of your complaint, explaining how you have been treated unfairly, received poor service due to a failure in our process, or how you have been personally disadvantaged by our failure to address your complaint.

Extending Response Time Limits

While we aim to address all complaints promptly and thoroughly, some may require additional time due to complexity. If we need more than the standard 2 weeks, we will inform you of our progress, the reason for the delay, and the new deadline.

Complaints about Data

Under the General Data Protection Regulation, you have a “right to object” to the use of your data for purposes such as direct marketing or statistical analysis. We will review your objection and respond within 30 days, informing you whether we will continue to process your data and detailing the next steps.

Where to Submit a Complaint

If you would like to submit a complaint, you can:

• Write: EdenMed Clinic, 11 Durley Chine Road South, Bournemouth, BH2 5JT
• Email: [email protected]