Complaints Policy
If any part of your care or your visit has disappointed you, we want to hear about it, and this page explains how we will respond.
Our commitment to you
Every complaint is taken seriously, looked into thoroughly and answered within the timescales set out below. Making one will never affect the care you receive from ART Clinic, now or in the future. What you tell us is shared only with the people who need it to investigate and respond.
We also learn from what patients tell us. Each complaint is reviewed once it is closed, so that anything we could do better changes for everyone.
Talking to us first
Many concerns are easiest to settle in conversation. If you would rather start that way, speak to your practitioner or to reception, in person, by telephone on 020 3355 2030, or by email, and we will try to resolve the matter there and then. Choosing to talk first does not prevent you making a formal complaint at any stage.
Making a formal complaint
A formal complaint should be made in writing, either by email to info@art-clinic.co.uk or by letter to the Complaints Lead at 14A Lowndes Street, London SW1X 9EX. Please include:
your name and the best way to reach you;
the date of your appointment or appointments, and the practitioner you saw, if you know;
what happened, and what concerns you about it;
what you would like us to do to put things right.
Please write as soon as you can, ideally within 12 months of the events, while details are fresh. If you are complaining on behalf of someone else, we will need their written agreement before we can discuss their care with you.
Who looks into your complaint
Complaints are handled by our Complaints Lead. If your complaint concerns that person, another senior member of the team will take it on instead.
What happens next
We will acknowledge your complaint within 3 working days of receiving it and tell you who is dealing with it. We may ask to speak with you or offer a meeting, so that we understand your concern fully.
You will receive a full written response within 20 working days. It will explain what we found, what we will do about it and, where we got something wrong, how we will put it right. If the investigation needs longer, we will write to you before the 20 days are up, explain why, and give you a new date.
How we keep a record
We keep a record of each complaint, our investigation and our reply, separately from your clinical notes, for 10 years. These records are held in line with our Privacy Policy.
Read our Privacy PolicyIf you are not satisfied with our response
If our final response does not resolve your complaint, you can take it further:
Independent adjudication. The independent adjudication service the clinic subscribes to can review how your complaint was handled and reach its own decision.
Save Face. ART Clinic holds Save Face accreditation, and Dr Priya Verma is on its register, which the Professional Standards Authority accredits. You may bring your concern to Save Face through its website.
The General Medical Council and the Nursing and Midwifery Council. These regulators decide whether a doctor (GMC) or a nurse (NMC) is fit to practise. They can act on a serious concern about a practitioner, but they do not resolve complaints or award compensation.
The Advertising Standards Authority. If your concern is about something we have advertised or published, including on this website, the ASA can consider it.
The Information Commissioner's Office. For a concern about how your personal information has been handled, the ICO is the regulator to contact.
Our full procedure
A copy of our full complaints procedure is available on request, from reception or by email.
Last reviewed: 13 October 2026