Making a Suggestion or a Complaint

We always try to listen to our patients. If you have any feedback, either positive or negative, we would be pleased to hear it, so that we can continually try to improve our service.

Suggestions and complaints may be communicated to any member of staff. The Clinic Manager will always be pleased to discuss any issue with you.

If you feel you would rather write to us with your suggestions or complaints, then please address these to the Clinic Manager below:
Lucy Mackenzie
Director of Operations
London Vision Clinic
138 Harley Street
London
W1G 7LA
020 7224 1005
lucy@londonvisionclinic.com

You will receive written acknowledgment within five working days and a formal response within ten working days.

If following this you wish to further your suggestion or complaint then please contact:
Prof Dan Reinstein
Medical Director
London Vision Clinic
138 Harley Street
London
W1G 7LA
020 7224 1005
dzr@londonvisionclinic.com

The same timescales will apply as above.

Should you be dissatisfied with London Vision Clinic’s resolution of your complaint, you can contact the Independent Doctors Federation (IDF) via their Patient Complaints Procedure. Please visit their website https://www.idf.co.uk/patients/patient-complaints.aspx for more information.

You may also wish to inform the Care Quality Commission, who are responsible for registration of this clinic:
CQC National Customer Service Centre
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA

If you are dissatisfied with our response and your agreement is regulated by the Financial Conduct Authority, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but you must do so within six months of the date of the final response or 8 week holding letter. Further information and contact details can be found on https://www.financial-ombudsman.org.uk.