Complaints Policy

Practice complaints procedure

We always try to give you the best service possible, but there may be times when you feel this has not happened. If you have a complaint or concern about the service you have received, please let us know. We operate a practice complaints procedure as part of the system to help us improve our service to you. This leaflet explains what to do if you have a complaint.

How to complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the practitioner concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible because this will enable us to establish what happened more easily.

Complaints should be addressed to Dr Jen Levin at jen@drjenlevin.com. 

What we will do

We will acknowledge your complaint within two working days and aim to have looked into your complaint within two weeks of the day when you raised it with us. We shall then be in a position to offer you an explanation or a meeting with the people involved. When we look into your complaint we shall aim to:

  • Find out what happened and what went wrong
  • Make it possible for you to discuss the problem with those concerned, if you would like to
  • Make sure you receive an apology where this is appropriate
  • Identify what we can do to make sure the problem does not happen again

Complaining on behalf of someone else

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.

If you are dissatisfied with the result of our investigation and would like to request an independent review, please contact Dr. Levin and she will advise you of the relevant governing body to contact.