Complaints and Feedback 

We welcome feedback of all kinds from our clients because it provides an opportunity for reflection and improvement. 

Our aim is to resolve any complaint to the client’s satisfaction and to learn from the experience.


It is our policy to resolve complaints quickly and fairly, where possible without recourse to formal investigations or external bodies but we will do so and seek professional guidance where required.  You will be respected and supported throughout the process.


You can provide feedback to the contact details listed below.


A Complaint, whether it concerns our service, or an employee can be made in many ways:

In writing, addressed to Mr John Collins, Lyme Bay Ear Clinic Ltd, Hope Cottage, Gore Lane, Uplyme, Lyme Regis, Dorset, DT7 3UU

By email, addressed to [email protected]

By contacting us by telephone on 07392 793472.


When making a Complaint,  please provide the following information in as much detail as is reasonably possible:

Name, address, telephone number and email address and preference for contact method.

Further details of the complaint including, as appropriate, all times, dates, events, and people involved;

Details of any documents or other supportive evidence.

Details of what Lyme Bay Ear Clinic Ltd should do in order to resolve the complaint and to put things right. (Whilst we will make every reasonable effort to accommodate such requests, we are not bound to take any action beyond that which we may be contractually or otherwise legally obliged to take.)


How We Handle Complaints:

Upon receipt of a complaint, John Collins will make a record of the complaint in our complaints file and acknowledge receipt of it in writing within seven days. If a complaint relates to a specific employee, that person will be informed of the complaint and given a fair and reasonable opportunity to respond. Any communication should be between the complaint handler, John Collins, and the complainant directly while efforts are made to resolve the issue. We aim to resolve complaints within four weeks and will advise the complainant if it will take longer due to the issues being complex and provide the reasons behind any delay.


External Resolution:

If a client or employee is not satisfied with the resolution then an external resolution of the complaint may be sought. 


Confidentiality and Data Protection:

All complaints and information relating to them are treated with the utmost confidence. Such information will only be shared with those employees who need to know in order to handle the complaint. All personal information that we may collect will be collected, used and held in accordance with the provisions of UK data protection law (including but not limited to the UK GDPR, the Data Protection Act 2018, and the Privacy and Electronic Communications Regulations 2003) and client and employee rights.


Any questions regarding this Complaints and Feedback Policy should be directed to  Mr John Collins: 

Tel: 07392 793472.

Email: [email protected]

Address: Lyme Bay Ear Clinic Ltd

Hope Cottage

Gore Lane

Uplyme

Lyme Regis

Dorset

DT7 3UU