At Hormonity, we are committed to delivering high-quality, professional care. If something does not meet your expectations, we want to hear about it so we can improve.
We hope that most issues can be resolved quickly and informally at the time they arise. If you are not satisfied or prefer to make a formal complaint, we ask that you do so in writing, either by email or post.
Please submit your complaint as soon as possible, ideally:
– Within 6 months of the incident, or
– Within 6 months of becoming aware of the issue, provided this is no later than 12 months after the event.
Hormonity operates a zero tolerance policy for abusive, threatening, or inappropriate behaviour towards staff. Breaches may result in refusal of consultation or treatment.
Patients are expected to provide truthful and accurate information when registering and throughout their care.
All patients must provide informed consent before consultations begin.
By using Hormonity services, patients consent to share relevant medical information with their NHS GP. If this consent is not provided, service access may be limited at the discretion of the treating clinician.
Please send written complaints to:
Clinic Manager
Hormonity
Email: hello@hormonity.co.uk
If you’re unable to submit your complaint in writing, please contact us to arrange a meeting with the Clinic Manager, who will assist you in recording the details of your concern.
You may also send a letter to:
Hormonity Clinic
Unit 1, 61 Banning St,
London SE10 0YH,
United Kingdom
We aim to acknowledge all written complaints within 5 working days.
Our goal is to investigate and respond fully within 20 working days. If more time is required, we will keep you informed of the reason for the delay and provide regular updates.
During the investigation, we will:
– Determine what happened and what went wrong
– Identify any steps we can take to improve future service
– Offer you the opportunity to discuss the matter in person if helpful
– Provide an explanation or apology, where appropriate
You will receive a final written response, including:
– The outcome of your complaint
– Any actions taken
– Your right to escalate the matter if you are not satisfied
If your complaint involves another organisation (e.g. a lab or third-party provider), we may need your consent to contact them so that we can provide a coordinated response.
If your complaint was sent to Hormonity in error, we may also ask your permission to forward it to the correct organisation.
Due to strict rules regarding medical confidentiality, we cannot discuss any aspect of care without the patient’s written consent.
If you are making a complaint on behalf of someone else:
– We require written authorisation from the patient
– If the patient is unable to provide consent due to serious illness or incapacity, please include these details in your letter so we can assess how to proceed
We constantly strive to improve our service. If you think we’ve done something well—or if you have ideas for how we can do better—please let us know.
Feedback of any kind is always welcome.
If you are not satisfied with the outcome of your complaint after receiving our final response, you have the right to contact the Independent Sector Complaints Adjudication Service (ISCAS).
For more information, visit:
https://iscas.cedr.com
