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Complaints Policy

At Reign GP Clinic, we are committed to providing the highest standards of care and service. We value your feedback and take all concerns and complaints seriously. This policy explains how patients can raise complaints, how they will be addressed, and what steps we take to ensure your concerns are resolved promptly and fairly.

How to make a complaint

If you are unhappy with any aspect of the service or care you have received, you can raise your concerns through the following channels:

  1. Speak to a Member of Staff

    • In the first instance, please speak to a member of our team. Many concerns can be resolved quickly and informally.

  2. Submit a Written Complaint

    • If your issue is not resolved informally, you can submit a written complaint via email or letter. Please include as much detail as possible, including your name, contact information, and details of the incident.

    • Email: hello@reigngpclinic.co.uk

    • Post: Reign GP Clinic in Eden Sports Clinic, 71-73 High St, Edenbridge TN8 5AL

  3. Telephone Complaints

    • Alternatively, you can call our reception team, who will guide you on the process or take your details for further investigation.

    • Phone: 01732 666050

What happens next

  1. Acknowledgement

    • We will acknowledge your complaint within 3 working days of receipt.

  2. Investigation

    • Your complaint will be thoroughly investigated by our Service Manager or a designated senior staff member.

    • We may contact you to gather additional details or to clarify your concerns.

  3. Response

    • A formal response will be provided within 20 working days. If we require more time due to the complexity of the issue, we will keep you informed of the progress and expected resolution timeline.

  4. Resolution

    • We aim to resolve your concerns promptly and to your satisfaction. Where appropriate, we will provide an explanation, an apology, and details of any action taken to address the issue.

Further steps

If you are not satisfied with our response, you can appeal in writing within 10 working days of receiving the response. The appeal will be reviewed by a different manager who was not involved in the original investigation.

 

Thank you

GET IN TOUCH

Tel. 01732 666050
hello@reigngpclinic.co.uk
71-73 High Street
Edenbridge
TN8 5AL

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