1. Our Commitment
At NESA Clinic London, we are committed to providing high-quality neuromodulation therapy and excellent customer service. However, we recognise that sometimes things go wrong.
We treat all complaints seriously and see them as an opportunity to improve. This policy explains how to raise a complaint and what you can expect from us.
2. What Counts as a Complaint?
A complaint is any expression of dissatisfaction about our services that requires a response. This includes concerns about:
• Quality of treatment or care • Staff conduct or professionalism • Communication or customer service • Appointment booking or cancellation issues • Billing or payment disputes • Privacy or data handling • Premises or hygiene • Any aspect of your experience with us
We distinguish between: • FEEDBACK: General comments or suggestions (no formal response required) • COMPLAINTS: Specific concerns requiring investigation and response
3. How to Complain
You can raise a complaint by:
EMAIL (Preferred) hello@nesa.clinic Subject line: "Complaint - [Your Name]"
POST NESA Clinic London Complaints 26-27 Bedford Square, Bloomsbury, London WC1B 3HP
IN PERSON Speak to our reception staff during your visit. If they cannot resolve the issue immediately, they will record your complaint and escalate it.
PHONE +44 7899 121 612 If you prefer to discuss your complaint verbally, we will make notes and confirm them with you in writing.
Please include: • Your full name and contact details • Date(s) of the incident(s) • Description of what happened • Names of staff involved (if known) • What outcome you are seeking • Any supporting evidence (if available)
4. Our Complaints Process
STAGE 1: ACKNOWLEDGEMENT (Within 3 working days) We will acknowledge your complaint in writing, confirm we have understood your concerns, and tell you who is handling your complaint.
STAGE 2: INVESTIGATION (Within 14 working days) We will: • Review relevant records and evidence • Speak to staff members involved • Consider your account of events • Seek external advice if necessary
STAGE 3: RESPONSE (Within 21 working days of receipt) We will send you a written response including: • Summary of your complaint • Findings of our investigation • Our conclusion and any apology if appropriate • Actions we are taking to resolve the issue • Any offer of remedy (refund, re-treatment, etc.) • How to escalate if you remain dissatisfied
If we need more time to investigate complex complaints, we will let you know and provide a revised timeline.
5. Who Handles Complaints
INITIAL POINT OF CONTACT Day-to-day complaints are handled by our clinic manager.
ESCALATION If your complaint involves the clinic manager or is particularly serious, it will be escalated to Kartik Patel, the lead practitioner.
INDEPENDENCE For complaints about Kartik Patel or where you request an independent review, we will arrange for an external party to review the matter.
6. What We May Offer
Depending on our findings, we may offer:
• An explanation and apology • Correction of any errors (e.g., billing adjustments) • Full or partial refund • Complimentary follow-up treatment • Changes to our procedures to prevent recurrence • Staff training or disciplinary action (confidential)
We aim to be fair and proportionate in our responses.
7. If You Remain Dissatisfied
If you are not satisfied with our response, you can:
REQUEST INTERNAL REVIEW Ask for a senior review of your complaint within 14 days of our response. We will re-examine the case and respond within a further 14 days.
REFER TO EXTERNAL BODIES After completing our internal process, you may refer your complaint to:
GENERAL DENTAL COUNCIL (for concerns about Kartik Patel's professional conduct) • Website: www.gdc-uk.org • Phone: 020 7167 6000 • This is relevant for concerns about professional standards, fitness to practise, or conduct issues.
CITIZENS ADVICE CONSUMER SERVICE (for general consumer issues) • Website: www.citizensadvice.org.uk • Phone: 0808 223 1133
ALTERNATIVE DISPUTE RESOLUTION You may also be able to use the EU/UK ODR platform or independent mediation services for consumer disputes.
SMALL CLAIMS COURT For financial disputes that cannot be resolved otherwise, you have the right to pursue a claim through the courts.
8. Confidentiality
All complaints are handled confidentially. Information is only shared with:
• Staff directly involved in the investigation • External bodies if you escalate your complaint • Our professional indemnity insurer (Taylor Defence Services) if the complaint may give rise to a claim
We will not treat you differently because you have made a complaint.
9. Learning from Complaints
We use complaints to improve our services. Anonymised data from complaints is reviewed regularly to identify patterns and areas for improvement.
Significant learnings may result in: • Updates to our policies and procedures • Additional staff training • Changes to our systems or premises • Service improvements
10. Time Limits
We encourage you to raise complaints as soon as possible while details are fresh. We accept complaints made within:
• 12 months of the incident, or • 12 months of when you became aware of the issue
We may consider complaints outside this timeframe in exceptional circumstances.
11. Contact Us
For complaints or questions about this policy:
NESA Clinic London Complaints 26-27 Bedford Square, Bloomsbury, London WC1B 3HP
Email: hello@nesa.clinic Phone: +44 7899 121 612
We are here to help resolve any concerns and ensure you have the best possible experience with us.