Complaints Policy

Effective Date: 22 July 2026

At Dr. Raja Hair Restoration, operated by The Heritage Clinic Group Ltd, we are committed to providing safe, professional and compassionate care. We recognise that, despite our best efforts, there may be occasions where our service does not meet your expectations.

We value all feedback and take every concern seriously. Complaints provide us with an opportunity to investigate what has happened, respond openly and fairly, and continually improve the quality of care we provide.

Our complaints process is designed to be transparent, confidential and fair, and is managed in accordance with the principles of good clinical governance and the standards expected of a Care Quality Commission (CQC) registered healthcare provider.

Our Commitment

When you raise a concern with us, we will:

• Listen carefully and treat your complaint with respect.

• Investigate your concerns fairly, objectively and without prejudice.

• Maintain your confidentiality throughout the process.

• Keep you informed of the progress of our investigation.

• Respond openly and honestly.

• Identify and implement improvements where lessons can be learned.

Making a complaint will not affect your ongoing care or your future treatment with us.

Raising a Concern

Many concerns can be resolved quickly through informal discussion with a member of our team.

If you remain dissatisfied, or you wish to make a formal complaint, we encourage you to contact us as soon as possible so that we can investigate the matter while the relevant information remains available.

Where possible, complaints should be made within 12 months of the incident concerned or within 12 months of becoming aware of the matter. Complaints made outside this period may still be considered where it is reasonable and appropriate to do so.

How to Make a Complaint

Complaints may be made by:

• Email

• Telephone

• Letter

• In person at the clinic

Our dedicated complaints email address is:

complaints@drraja.co.uk

To help us investigate your concerns efficiently, please provide:

• Your full name

• Date of birth

• Contact details

• The date(s) of the incident (where known)

• A clear description of your concerns

• Any relevant supporting information

• The outcome you are seeking

If someone is making a complaint on behalf of a patient, we may require written authority from the patient before confidential information can be disclosed.

What Happens Next

Upon receiving your complaint:

• We will normally acknowledge receipt within three working days.

• Your complaint will be reviewed by an appropriate member of the management team.

• We may contact you if further information or clarification is required.

• We will conduct a thorough and impartial investigation, including reviewing relevant clinical records, documentation and correspondence where appropriate.

• Where necessary, we may seek input from clinicians or other members of the team involved in your care.

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

Where a complaint is particularly complex or requires further investigation, additional time may be required. If this happens, we will keep you informed of our progress and provide an updated timescale.

Clinical Outcomes

Hair restoration is a medical procedure and, as with all medical treatments, individual results vary.

Where a complaint relates to a clinical outcome, our assessment will take into account:

• Your individual treatment plan.

• Your consent documentation.

• Clinical photographs.

• Follow-up assessments.

• Your medical history.

• Compliance with post-operative instructions.

• Accepted clinical standards and current medical evidence.

Where appropriate, you may be invited to attend a further clinical review so that your concerns can be assessed thoroughly.

Confidentiality

All complaints are handled confidentially and in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, our Privacy Notice and our professional duty of confidentiality.

Information relating to your complaint will only be shared with individuals who require access in order to investigate and resolve the matter appropriately.

Learning and Continuous Improvement

Every complaint is reviewed as part of our wider clinical governance and quality assurance programme.

Where opportunities for improvement are identified, we will take appropriate action to strengthen our processes, improve patient experience and reduce the likelihood of similar issues arising in the future.

Resolving Your Concerns

Our priority is always to resolve concerns directly, fairly and as quickly as possible. Most issues can be addressed promptly through open communication, and we encourage all patients to contact us in the first instance so that we have the opportunity to investigate fully and reach an appropriate resolution.

We are committed to handling complaints professionally, transparently and in accordance with our complaints procedure. Every complaint is reviewed carefully, and where appropriate, we will explain our findings, answer your concerns and identify any lessons that can be learned.

Please note that the Care Quality Commission (CQC) is the independent regulator of health and social care services in England. While the CQC welcomes information about the quality and safety of services, it does not ordinarily investigate or resolve individual complaints, nor does it determine disputes relating to administrative matters, customer service issues, fees or individual clinical outcomes.

For this reason, the quickest and most effective way to resolve a concern is usually by raising it directly with us in the first instance. This allows us to investigate thoroughly, review the relevant records and work with you towards a fair and timely resolution.

If, after receiving our final response, you remain dissatisfied, you may wish to seek independent legal advice or pursue any other rights available to you under applicable law.

Contact Us

If you wish to raise a concern or make a formal complaint, please contact us using the details below:

Complaints Team
Dr. Raja Hair Restoration
The Heritage Clinic Group Ltd

Email: complaints@drraja.co.uk

We are committed to listening, responding fairly and continually improving the care we provide.