Patient care
Complaints & feedback
Your care, and your confidence in us, matter. On the rare occasion we fall short of the standard we set ourselves, we want to know — so that we can put things right and continue to improve.
How to raise a concern or complaint
You can contact us in whichever way is easiest for you. If you would prefer a family member or representative to raise the matter on your behalf, you are very welcome to do so; to protect your confidentiality, we may ask for your written consent before we discuss your care with anyone else.
Contact us
What will happen, and when
- We will acknowledge your complaint within 7 working days of receiving it.
- We aim to give you a full written response within 28 days.
- If your complaint is complex — for example, where a clinical review is needed — and we require more time, we will tell you, explain why, and agree a revised timescale with you.
- Where your complaint concerns your treatment or clinical care, it will be reviewed personally by Dr Chris, our Medical Director.
Raising a complaint will never affect the standard of care or the welcome you receive from us.
How we will handle it
Wherever possible, we will resolve your concerns quickly and in conversation with you. We will look into what happened fairly and thoroughly, explain our findings clearly, and — where something has gone wrong — set out what we will do to put it right. If you remain dissatisfied after our written response, you may ask for the matter to be reviewed again by Dr Chris.
If you are still not satisfied
If we have not been able to resolve your complaint to your satisfaction, you may seek an independent review. Depending on the nature of your concern, the following may be able to help:
- Save Face — the register of accredited practitioners and clinics, accredited by the Professional Standards Authority, of which REGEN Clinic is a member. Save Face can review concerns about our clinic and practitioners once our own process is complete.
- For concerns about a doctor's professional conduct, you may contact the General Medical Council (GMC). The GMC considers whether a doctor's fitness to practise is affected; it does not investigate individual complaints on your behalf or award compensation.
- For concerns about how we have handled your personal information, you may contact the Information Commissioner's Office (ICO).
We will always set out, in our final written response, the independent options open to you.
Your privacy
Any information you share when making a complaint is handled in line with our Privacy Policy and our data-protection obligations. Complaint records are kept securely, separately from routine marketing records, and are seen only by those who need to deal with the matter.
REGEN Clinic — Norwich & London · Last reviewed July 2026