Complaints procedure

Tell us first

If something about your care, your booking or your experience at the clinic was not right, tell us. You can raise it with any member of the team while you are here, call +44 (0)20 3093 7672, or email battersea@biowell.health with 'Complaint' in the subject line.

You do not need to use a form or any particular wording, and raising a complaint will not affect the care you receive.

Some things have a faster route than this

Not everything needs the procedure below. These are settled against what our terms and conditions already say, and going straight to the right person is usually a day rather than three weeks:

• A charge for a therapy cancelled inside the 24 hours' notice our terms require, or for a no-show. If you think it was applied wrongly — you cancelled in time, or you told us and it was not recorded — call the clinic and we will go through the booking record with you.
• A refund that was agreed but has not arrived. Agreed refunds are processed within 7 days; if it has been longer than that, chase the clinic directly rather than waiting.
• Anything about a membership — changing category, freezing it, or cancelling it with the one full month's notice our terms require. Those go to membership@biowell.health, which reaches the people who can action them.
• Anything about the information we hold about you. That is a data request rather than a complaint, and our privacy policy sets out how to make one and what we do with it.

What happens next

We will acknowledge your complaint in writing within three working days and tell you who is handling it.

We will investigate and give you a full written response within twenty working days. If it is going to take longer than that — for example, because a clinician involved is away — we will tell you why and agree a new date with you rather than letting it drift.

Our response will set out what we found, what we are doing about it, and what has changed as a result.

Your complaint and our response are records in their own right. They are retained under the rules described in our privacy policy and seen only by the people handling them.

If you are still not satisfied

Ask us to review the outcome and a senior clinician not involved in your care will look at it again.

You can also raise concerns about a CQC-registered provider directly with the Care Quality Commission at cqc.org.uk. It is worth knowing what that does and does not do: the regulator uses what it is told to decide where and what to inspect, rather than investigating your individual case or awarding you redress. Our CQC registration page explains the difference.

Independent adjudication is available for private healthcare complaints. We will tell you which route applies to your complaint and how to use it — we will not leave you to work that out on your own.

Nothing in this procedure limits your legal rights, or the liability our terms and conditions say we cannot lawfully exclude.

Complaints about your information

If your concern is about how we have handled your personal data, our privacy policy sets out your rights, who to ask and how long we take. Data questions go to info@biowell.health.

You can complain to the Information Commissioner's Office at ico.org.uk at any point, and you do not have to come to us first. We would rather you did, because most of these turn out to be a misunderstanding we can clear up in a day — but it is your right, not our permission.