Complaints Policy

At Agora Clinic, we are committed to providing high-quality care and service to all patients. We welcome feedback and take all complaints seriously as an opportunity to improve our services.

How to Make a Complaint

Complaints may be made verbally or in writing regarding any aspect of our care, services, staff, or organisation. All complaints are treated confidentially, fairly, and without prejudice.

If you wish to make a complaint, please contact our Complaints Team using the details provided below.

What Happens Next

We will acknowledge your complaint within 5 working days.
We aim to resolve complaints as quickly as possible and will provide a full response within 25 working days where possible.
If further investigation is required, we will keep you informed of progress and expected timescales.
All complaints are fully investigated and handled in a respectful, non-confrontational manner.

Our Commitment

We are committed to:

Treating all complainants fairly and respectfully
Investigating concerns thoroughly
Learning from feedback to improve patient care and services
Ensuring patients can raise concerns without affecting their treatment or care

Closure of Complaints

Once a complaint has been fully investigated and a final response has been issued, the complaint will be considered closed. Following closure, the Agora Clinic will not normally enter into further correspondence regarding the same matter unless new, relevant information becomes available. This is to ensure complaints are managed fairly, efficiently, and without unnecessary ongoing correspondence

Independent Regulators

Patients also have the right to raise concerns directly with our regulators:

You can also contact:

Feedback

We welcome all patient feedback and value the opportunity to continually improve our services and patient experience.

Feedback may be shared verbally or in writing and will be directed to the most appropriate person or team for review. Where appropriate and beneficial, a member of our team may contact you directly to discuss your feedback further.

We are committed to listening to our patients, learning from feedback, and using it to help shape and improve the care and services we provide.