Complaints Policy

Our Commitment

NOSE LONDON LTD is committed to providing the highest standard of patient care. We welcome feedback — both positive and negative — as an opportunity to learn and improve.

If you are unhappy with any aspect of our service, we want to hear about it. We take all complaints seriously and will deal with them promptly, fairly, and with sensitivity.

This policy is not designed to apportion blame or consider negligence. It is intended to ensure that concerns are heard, investigated, and resolved.

How to Raise a Concern

You can contact us in the following ways:

• Email: complaints@nose.london
• Phone: 020 7183 0220
• Post: Complaints, NOSE LONDON LTD, 9 Harley Street, London W1G 9QY

Please provide:

• Your full name and contact details
• A description of your concern
• The date(s) of the relevant appointment(s) or event(s)
• What outcome you are hoping for

What Happens Next

Stage 1 — Acknowledgement and Investigation

• We will acknowledge your complaint within 2 working days
• Your complaint will be assigned a unique reference number
• Mr Whitehead will personally review the complaint and investigate the circumstances
• We aim to provide a full written response within 14 working days of acknowledgement
• If we need more time, we will let you know and explain why

Stage 2 — Further Review

If you are not satisfied with the Stage 1 response:

• You may request a further review by writing to us within 28 days of receiving the Stage 1 response
• Your complaint will be reviewed afresh, with consideration of any additional information you provide
• We aim to respond within 14 working days of receiving your Stage 2 request

Stage 3 — Independent Adjudication (ISCAS)

If you remain dissatisfied after Stage 2, you may refer your complaint to the Independent Sector Complaints Adjudication Service (ISCAS) for independent review. NOSE LONDON LTD is a subscriber to the ISCAS scheme.

ISCAS provides free, independent adjudication for patients of private healthcare providers. They can be contacted at:

• Website: iscas.cedr.com
• Email: info@iscas.org.uk
• Phone: 020 7520 3827

Complaints About Hospital Care

If your concern relates to your care at Weymouth Street Hospital (for example, nursing care, hospital facilities, or your hospital stay), please direct your complaint to Phoenix Hospital Group:

• Website: phoenixhospitalgroup.com
• Phone: 020 7935 7700

Complaints About Personal Data

If your concern relates to how we have handled your personal data, please contact our Data Protection Officer at dpo@nose.london. See our Privacy Policy for full details.

If you are not satisfied with our response, you may complain to the Information Commissioner's Office (ICO):

• Website: ico.org.uk
• Phone: 0303 123 1113
• Post: Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF

Other Bodies You Can Contact

If you wish to raise a concern about Mr Whitehead's professional conduct or clinical care, or if you need independent advice, the following organisations can help:

Please note: the Parliamentary and Health Service Ombudsman (PHSO) does not investigate complaints about private healthcare. This is why we subscribe to ISCAS, which provides an independent review route for private patients.

Confidentiality

All complaints are handled in strict confidence. Complaint records are stored separately from your clinical notes and retained for 10 years from the date the complaint is closed, in accordance with NHS Records Management Code of Practice 2021.

Information from your complaint will only be shared with those directly involved in the investigation and resolution.

Learning from Complaints

We believe that complaints are an opportunity to improve. Where a complaint identifies a genuine issue, we will:

• Take immediate corrective action where appropriate
• Record any changes made as a result of feedback
• Review our policies and procedures to prevent recurrence

Contact

NOSE LONDON LTD
9 Harley Street, London W1G 9QY

Email: complaints@nose.london
Phone: 020 7183 0220

This policy is drafted in accordance with the Royal College of Surgeons Professional Standards for Cosmetic Surgery (2016), GMC Good Medical Practice (2013), and the Independent Sector Complaints Adjudication Service (ISCAS) Code of Practice.

Content authored by Mr David Whitehead BSc MBBS MSc FRCS(ORL-HNS) | GMC: 4372358 | RCS Board Certified Cosmetic Surgeon