Complaints Policy

23MD is committed to providing the highest standard of medical and aesthetic care. We take all concerns and complaints seriously and use them as an opportunity to review and improve our service.

This policy applies to concerns raised about any 23MD service, clinician or team member across our London and Dubai clinics and our digital services.

You can raise a concern in whichever way is easiest for you:

• Speak directly to any member of the team during your visit.
• Email our Complaints Lead at complaints@23md.co.uk.
• Write to us: Complaints Lead, 23MD, 23 Elystan Street, Chelsea, London SW3 3NT.
• Ask a family member, friend or advocate to complain on your behalf (we will need your written consent to discuss your care with them).

Please share as much information as you can, including dates, names of people involved and what you would like to happen as a result.

We aim to:

• Acknowledge your complaint in writing within 3 working days.
• Investigate the concern and provide a full written response within 20 working days. If we need longer we will explain why and give you a revised timeframe.
• Treat all complaints confidentially and never disadvantage a patient for raising one.

The response will explain what happened, what we have found, and any actions we will take. Where appropriate we will offer a meeting or call to discuss the outcome.

If you are not satisfied with our response, you can escalate the complaint to an independent regulator:

• England (London clinic): Care Quality Commission (CQC), Citygate, Gallowgate, Newcastle upon Tyne NE1 4PA. Telephone 03000 616161. cqc.org.uk. The CQC does not investigate individual complaints but uses them to inform their regulation of our service.
• Independent healthcare adjudication (UK): Independent Sector Complaints Adjudication Service (ISCAS), iscas.cedr.com.
• Dubai clinic: Dubai Health Authority (DHA) via the DHA Patient Complaints channel, dha.gov.ae.

Concerns about individual clinicians can also be raised with their professional regulator (e.g. the General Medical Council in the UK, gmc-uk.org).

All complaints and their outcomes are recorded and reviewed by the clinic's leadership team so we can identify themes, share learning across our teams and improve the service. Records are held securely in line with our Privacy Policy and applicable data-protection law.

Complaints Lead — complaints@23md.co.uk · General enquiries via our contact page.