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Best Integrative & Functional Medicine Clinic 2026 - UK GHP AWARDS

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Complaints Procedures

Last updated: July 2026

At Dr Sally's Clinic, we are committed to providing the highest standards of personalised, compassionate and professional care.

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We value feedback from our patients and continually review our services to ensure we provide the best possible experience. If something has not met your expectations, we would like to hear about it so that we have the opportunity to understand what happened, resolve your concerns where possible and learn from your experience.

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We believe that listening to feedback and responding constructively helps us continually improve the care we provide.

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What Is a Complaint?

A complaint is any expression of dissatisfaction about the care or service you have received that requires a response.

This may relate to:

  • the standard of care or service provided

  • communication

  • the behaviour or conduct of a member of our team

  • administrative processes

  • delays or other aspects of your experience at the clinic

 

How to Make a Complaint

If you have a concern, we encourage you to contact us as soon as possible so that we can investigate it promptly.

Please provide as much information as possible, including:

  • your name

  • your contact details

  • the date of the incident (if known)

  • a description of your concerns

 

Complaints can be made by:

Email: enquiries@drsallysclinic.com

or by writing to:

Dr Sally's Clinic
Orchard Barn Health
Station Road
Stallingborough
Grimsby
DN41 8AJ

 

How We Will Handle Your Complaint

We take every complaint seriously.

We are committed to ensuring that all complaints are handled fairly, respectfully and confidentially.

When we receive your complaint:

  • we will acknowledge receipt within five working days;

  • we will investigate your concerns carefully and objectively;

  • we will keep you informed if our investigation is likely to take longer than expected;

  • we aim to provide a full written response within 20 working days.

If additional time is required because further enquiries are necessary, we will explain the reason for the delay and let you know when you can expect a full response.

 

Our Commitment to You

When investigating your complaint, we will:

  • listen carefully to your concerns;

  • treat you with courtesy and respect;

  • investigate the matter fairly and objectively;

  • maintain appropriate confidentiality;

  • explain our findings clearly;

  • apologise where we have made a mistake;

  • identify opportunities to improve our service where appropriate.

 

What We Ask of You

We understand that making a complaint can sometimes be stressful or upsetting.

We ask that all communication with our team remains courteous and respectful so that we can work together to resolve your concerns as effectively as possible.

 

Matters Outside This Procedure

This procedure does not normally apply to:

  • complaints that have already been fully investigated through this procedure;

  • anonymous complaints where there is insufficient information to investigate;

  • complaints relating solely to services provided by external organisations or independent suppliers.

Where appropriate, we will advise you who may be best placed to help.

 

Learning From Feedback

We view complaints as an opportunity to improve.

Where appropriate, we review our procedures, provide additional staff training or make changes to our systems to help prevent similar issues occurring in the future.

 

If You Remain Dissatisfied

If, after receiving our response, you remain dissatisfied, please let us know.

We will review whether there are any further steps we can take to address your concerns and advise you of any appropriate organisations that may be able to offer independent guidance.

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