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:

Katherine Berry
Clinic Manager
London Vision Clinic
138 Harley Street
London
W1G 7LA
020 7224 1005
katherine@londonvisionclinic.com

You will receive written acknowledgment within 5-10 working days and we aim to resolve the complaint within 28 working days.

If following this you wish to further your suggestion or complaint then please contact:

Mr Glenn Carp
Medical Director
London Vision Clinic
138 Harley Street
London
W1G 7LA
020 7224 1005
glenn@londonvisionclinic.com

The same timescales will apply as above.

Independent Review (ISCAS)

At London Vision Clinic, we aim to resolve all concerns quickly and fairly through our own internal complaints process. However, we know that sometimes a matter may not be resolved to your satisfaction, and you may wish to have an independent review.

As part of our commitment to excellent patient care and transparency, we are now a member of the Independent Sector Complaints Adjudication Service (ISCAS). ISCAS provides an independent final stage for complaints where our internal process has been completed but the issue remains unresolved.

How the Complaints Process Works

1. Stage 1 – Local Resolution
   You first raise your concern with Katherine Berry (Clinic Manager), and we will work to resolve it promptly.
2. Stage 2 – Internal Review
   If you are not satisfied with the initial response, you can request an internal appeal to Mr Glenn Carp.
3. Stage 3 – Independent Adjudication (ISCAS)
   If you still remain unhappy after both Stage 1 and Stage 2, or if 8 weeks have passed since you first raised your complaint, you may take your complaint to ISCAS for an independent review.

What ISCAS Will Do

ISCAS will independently review your complaint and all documentation relating to it. They will then provide a formal written decision. This independent review is free of charge to you.

When You Can Contact ISCAS

You can contact ISCAS to request an independent review only after you have completed our internal complaints process (Stage 1 and Stage 2) or when 8 weeks have passed since your complaint was first made.

How to Contact ISCAS

Independent Sector Complaints Adjudication Service
Centre for Effective Dispute Resolution (CEDR)
100 St Paul’s Churchyard
London
EC4M 8BU

📍 Website: www.iscas.org.uk
✉️ Email: info@iscas.org.uk

Care Quality Commission

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

Financial Conduct Authority

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.