Complaints Policy

Problem with our service?

How to complain:

If you are unhappy with the service we have provided, we want to know what we can do to help. We will talk to you to find out if it is a problem we can resolve quickly and easily or a problem that needs a more formal investigation and response.

All complaints will be handled in line with Lanarkshire Private Clinic’s documented “Customer Complaints” procedure and in order that we can accurately deal with your issue we may ask you to complete a Customer Complaint Form which we will assist you to do if required. For a copy of our “Making a Complaint Patient Guidance Leaflet” please call us on the number below and we will post or email this to you.

All complaints should be referred to Lanarkshire Private Clinic in the first instance addressed to:

Clinical Services Director
Lanarkshire Private Clinic
Hamilton Stadium
North Stand, Cadzow Avenue
Hamilton
ML3 0FT

Or call us on 01698 53 88 53

Healthcare Improvement Scotland

Healthcare Improvement Scotland (HIS) is the regulator of private healthcare providers in Scotland, and it encourages feedback on private providers’ performance it also has a process for dealing with complaints. You have the right at any point to contact HIS about an element of our service and in the case of the HIS complaints process you can find information online, using the link below:

Healthcare Improvement Scotland Complaints

Alternatively, you can contact HIS using the information below:

Healthcare Improvement Scotland
Programme Manager, Independent Healthcare Services Team
Gyle Square
1 South Gyle Crescent
Edinburgh
EH12 9EB

Email: his.ihcregulation@nhs.scot

Telephone: 0141 225 6866

Finance

If you have a complaint that relates to the performance of our finance service provider; if you believe that you have been mis-sold any products or services; or if you believe that there have been any financial irregularities in your dealings with Lanarkshire Private Clinic, your complaint will be dealt with through our standard complaints process. In these cases, if you feel, after the complaints process has been completed that you are still not satisfied with the outcome you can raise your issue with the Financial Ombudsman Service whose contact details are as follows:

Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Website: www.financial-ombudsman.org.uk

Email: complaint.info@financial-ombudsman.org.uk

Phone: 0800 023 4567 or 0300 123 9123