Complaints Policy

Should you require a translator or a chaperone to be present during the remote consultation, Symn Clinic can arrange for a trusted third-party service to provide such services however the incurred cost will be subject to the service user.
We aim to make our services accessible for all therefore wherever third party services are required for clients who suffer with disability pertaining to their sight or hearing, Symn clinic can arrange for third party services to aid clients in their consultation and management whereby the incurred cost will be subject to the service user.


Everyone has the right to expect a positive experience and a good treatment outcome. In the event of concern or complaint, service users have a right to be listened to and to be treated with respect.

As an authorised provider, Symn Clinic will manage complaints properly so user concerns are dealt with appropriately. Good complaint handling matters because it is an important way of ensuring our users receive the service they are entitled to expect.

Complaints are also a valuable source of feedback; they provide an audit trail and can be an early warning of failures in service delivery. When handled well, complaints provide an opportunity to improve service and reputation.

  • We aim to provide a service that meets the needs of our service users, and we strive for a high standard of care
  • We welcome suggestions from service users and from our staff about the safety and quality of service, treatment and care we provide
  • We are committed to an effective and fair complaints system; and
  • We support a culture of openness and willingness to learn from incidents, including complaints


  • Service users are encouraged to provide suggestions, compliments, concerns and complaints and we offer a range of ways to do it.
  • All complainants are treated with respect, sensitivity, and confidentiality.
  • All complaints are handled without prejudice or assumptions about how minor or serious they are. The emphasis is on resolving the problem.
  • Service users and staff can make complaints on a confidential basis or anonymously if they wish and be assured that their identity will be protected.
  • Service users will not to be discriminated against or suffer any unjust adverse consequences as a result of making a complaint about standards of care and service.
  • Formal responses sent will include a right to appeal if the complainant remains unsatisfied.


Symn Clinic aims to provide all Patients with the highest standards of care and customer service. If we fail to achieve this, we listen carefully and respond to complaints swiftly acknowledging any mistakes and rectifying them so that we can make improvements to our service. The complaints full policy is made available to patients, their affected relative or a representative when they first raise concerns about any aspect of the service they have received.

There will be 3 stages to Provider’s complaints process: –

  • Stage 1 – Local resolution
  • Stage 2 – Internal appeal
  • Stage 3 – Independent external review

To lodge a complaint, please send an email to [email protected].

We aim to acknowledge all formal written complaints within two working days of receiving them, and to response to all complaints within seven working days of receiving them. We will ensure that your complaint is fully investigated, you are treated with respect and courtesy and we will keep you informed with the progress of your complaint and the actions we are going to take.