At L'eto Clinic, we are committed to providing high-quality care in a professional and respectful environment. If something hasn’t met your expectations, we encourage you to share your concerns so we can address them promptly and fairly.
We treat every complaint seriously and aim to resolve any issues quickly, courteously, and fairly. Complaints help us to improve our service and ensure the same issues do not happen again.
You can make a complaint in the following ways:
Step One: Acknowledgement We will acknowledge your complaint in writing and include a copy of this policy within one working day of receiving it.
Step Two: Assessment and Investigation Your complaint will be assessed and directed to the appropriate person:
Step Three: Our Response We aim to investigate and respond to complaints within ten working days. If we need more time, we will keep you informed and let you know when to expect a full response.
Step Four: Resolution After reviewing and investigating your complaint, we will send you a written explanation of the outcome and any steps taken to address the issue.
We keep a secure record of all complaints in line with data protection regulations. Records are retained for ten years after a complaint is closed and are then securely deleted.
If you are not satisfied with the outcome of your complaint, you can contact one of the following independent organisations:
