Our Commitment

The Body Composition Clinic is committed to providing a high standard of care. We recognise that things can go wrong and that when they do, patients should be able to raise concerns quickly, easily, and without fear. Every complaint we receive is taken seriously, investigated properly, and used to improve the service we provide.

Our complaints procedure operates within the clinical governance framework of Renovar Ventures Ltd, our CQC registered service provider. All complaints are managed in accordance with Regulation 16 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.

How to Make a Complaint

In writing: Email your complaint to bookings@bodycompositionclinic.co.uk. Please include your full name, date of birth, and a clear description of your concern, including the date or period to which it relates.

For clinical concerns: If your complaint relates specifically to your clinical care or prescribing decisions, you may contact your prescriber directly at leadprescriber@bodycompositionclinic.co.uk. All clinical complaints are escalated to the Registered Manager for review.

What Happens After You Complain

We follow a clear process for handling every complaint we receive. We will acknowledge your complaint within 3 working days of receiving it, and provide a full response within 20 working days. If a delay is necessary, we will write to explain the reason and confirm a revised date within 5 working days of the conclusion of the process.

Once your complaint has been investigated, you will be notified in writing of the outcome and any action we have taken as a result. Where an error has occurred, we will be open and honest with you about what happened and what steps have been taken to prevent it happening again.

Our Complaints Register

All complaints received by The Body Composition Clinic are recorded in a complaints register. Records are retained for a minimum of three years. We conduct a quarterly review of complaints as part of our clinical governance processes, and an annual summary is produced and made available to the CQC on request.

If You Are Not Satisfied

If your complaint is not resolved to your satisfaction through our internal process, you have the right to escalate it to an external body. Depending on the nature of your concern, the relevant organisations are:

The Care Quality Commission (CQC) does not investigate individual complaints but uses information from patients to inform its regulatory oversight of registered providers. You can contact the CQC at cqc.org.uk, by telephone on 03000 616161, or by writing to: CQC National Correspondence, Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA.

The General Pharmaceutical Council (GPhC): if your concern relates to the professional conduct or fitness to practise of our prescriber, you can raise this with the GPhC at pharmacyregulation.org.

We encourage you to contact us first before escalating to an external body. Most concerns can be resolved quickly and directly, and we are committed to responding to every complaint fairly and transparently.

Confidentiality

All complaints and correspondence relating to complaints are handled in strict confidence. Information about your complaint will only be shared with staff directly involved in its investigation and resolution, and with the CQC or other regulatory bodies where required by law.

Contact

General enquiries: bookings@bodycompositionclinic.co.uk

Clinical concerns: leadprescriber@bodycompositionclinic.co.uk