Complaints policy

If you are unhappy with your care, treatment or a service provided by Harley Street Hair Transplants, please tell us what happened and what you would like us to look into. Raising a complaint will not affect your right to appropriate care.

How to contact us

Email info@harleystreethairtransplants.org, call 020 8088 1333, or write to the Complaints Manager, Harley Street Hair Transplants, 22a Harley Street, London W1G 9PF.

Please give your name, contact details, the relevant dates and a clear account of your concern. Include copies of any correspondence you want us to consider and explain the outcome you are seeking. We can help you put a verbal complaint in writing if needed.

If someone contacts us on your behalf, we may need your written permission before discussing confidential information with them.

How we handle your complaint

We aim to acknowledge your complaint within three working days and provide a full written response within 20 working days. If we need longer, we will explain why and tell you when to expect a response.

The Complaints Manager or an appropriate senior member of staff will review the issues you raise. This may include checking your records, consent documentation and correspondence, and speaking with the staff involved. We may contact you to clarify details.

Our response will address the points investigated, explain the outcome and set out any action we will take. Where something has gone wrong, this may include an apology and changes to the way we work.

If you remain dissatisfied

Reply to the response and explain which points you believe remain unresolved. You can ask for a further review by a senior person who was not involved in the original investigation, where possible. We will explain the next steps and any independent review route available for your care.

You can also give feedback about care to the Care Quality Commission, which regulates health and adult social care services in England. Its feedback service informs its regulatory work; you should contact the clinic for a response to your individual complaint.

Confidentiality and records

We keep a record of your complaint, the investigation and the response. Information is shared with people who need it to investigate and respond, or where disclosure is required by law or a regulator. We review complaints to identify changes that may help prevent the same problem recurring.