Complaints Policy

Policy Statement:

At Poole Earwax Clinic Limited, we are committed to providing a high standard of care and service to all our patients. We understand that, on occasion, there may be instances where our patients are dissatisfied with the service they have received. This complaints policy sets out how we will handle complaints, ensure a fair and effective resolution, and use feedback to continuously improve our services.

1. How to Make a Complaint

We encourage all patients or their representatives to bring any concerns or complaints to our attention so that we can resolve them quickly and fairly. In the first instance, you can raise your concerns by speaking to a member of staff at the time or after the consultation, by contacting one of the clinic managers. If we are not on site at the time of the incident, please give your details to one of our Admin team and we will call you back.

The member of staff or Practice Manager may be able to resolve your concerns without the need to make a more formal complaint. Alternatively, in some cases, you may feel more comfortable speaking to someone not directly involved in your care.

We aim to resolve complaints quickly and as close to the source of the complaint as possible using the most appropriate means; for example, use of conciliation.

If you do wish to continue with a formal complaint you can do this:

In person: Complaints can be raised directly with a member of our staff at the clinic. A designated complaints officer or manager will be available to listen and take down details.

By phone: Complaints can be made via our main telephone line at 01202 985288, where a member of the team will assist in taking down the details and explaining the next steps.

By email: Complaints can be submitted via email to John@Pooleearwaxclinic.co.uk, addressed to John Kerslake-Smith, Managing Director.

By post: Complaints can be sent in writing to Poole Earwax Clinic Limited, 214a Lower Blandford Road, Broadstone, Poole, BH18 8DX. Please mark your envelope with "Complaint - Confidential."

2. How We Support People Who Want to Complain:

We will provide assistance to anyone who needs support to make a complaint. This includes those with disabilities, language barriers, or those who may find it difficult to communicate their concerns.

If necessary, we will help patients in preparing and submitting their complaints, offering the use of interpreters or advocates if required.

We will ensure that the process is accessible in line with The Accessible Information Standard.

3. Who Complaints Should Be Sent To

All complaints should be directed to the Complaints Officer, who will handle the initial intake and resolution process.

Complaints Officer Name: John Kerslake-Smith

Role: Complaints Manager / Managing Director 

Email: John@Pooleearwaxclinic.co.uk

Phone: 01202985288

4. Managing Complaints

We have a clear, step-by-step process for managing complaints:

Step 1: Acknowledging the Complaint

We will acknowledge all complaints within 2 working days of receipt. This will be done either by phone or in writing (email or letter), and we will provide an outline of how the complaint will be handled.

Step 2: Investigation of the Complaint

The investigation will begin immediately after acknowledgment and be completed within 10 working days. We will collect all necessary information, including speaking to staff members involved, reviewing relevant records, and seeking expert advice if needed.

Step 3: Outcome and Resolution

After the investigation is complete, we will communicate the outcome of the complaint to the person who made it. If the complaint is upheld, we will outline what action we will take to resolve the issue.

We will notify the complainant of the outcome within 15 working days from the acknowledgment.

Step 4: Follow-up

If necessary, we will follow up with the complainant to ensure that the resolution is satisfactory. Any required corrective actions will be implemented promptly.

Step 5: Escalation Process

If a complainant is not satisfied with the resolution, complaints can be escalated to an independent body such as the Care Quality Commission (CQC) www.cqc.org.uk.

Step 6: Cooperation with Independent Review

We will fully cooperate with any independent review or investigation carried out by external bodies and implement their recommendations where applicable.

5. Learning from Complaints

All complaints will be recorded in a Complaints Log, which will be reviewed quarterly by the management team to identify any recurring issues or patterns.

Complaints will be used to identify areas where improvements are needed, and service improvements will be made accordingly.

We will ensure that all staff are trained and aware of the complaints process and the importance of addressing issues promptly.

We will also assess whether our complaints process itself is effective through regular internal audits.

6. Regulations and Legal Compliance

This policy complies with the following key regulations (Health and Social care act (Regulated activities) 2008):

Regulation 16: Receiving and Acting on Complaints: Our complaints policy ensures complaints are acknowledged and acted upon in a timely and transparent manner.

Regulation 20: Duty of Candour: We commit to being open, honest, and transparent when responding to complaints. If we make a mistake, we will acknowledge it and take appropriate steps to rectify it.

The Accessible Information Standard: We will provide information in accessible formats as needed, ensuring everyone can make a complaint regardless of their communication needs.

The Equality Act 2010: We will ensure that our complaints process is inclusive and that complaints are handled fairly, without discrimination.

UK GDPR (General Data Protection Regulation): All personal information related to complaints will be handled in accordance with data protection laws. Confidentiality will be maintained, and only relevant information will be shared during the investigation process.

The Data Protection Act 2018: We comply with all relevant provisions concerning the handling and protection of personal data.

Signed:

John Kerslake-Smith

Managing Director 

Poole Earwax Clinic Limited

Created: 8/1/2026

For review: January 2026

This complaints policy aims to ensure that all complaints are handled efficiently and fairly while using feedback to continuously improve the clinic’s services. Please do not hesitate to contact us with any concerns or feedback.