Complaints Procedure

Pulse Light Clinic is committed to providing a high standard of care and service. We welcome feedback and take all complaints seriously, viewing them as an opportunity to learn, improve, and enhance the care we provide. All complaints are handled fairly, transparently, and confidentially.

Who Can Make a Complaint

A complaint may be made by:

  • A patient receiving or who has received treatment
  • A relative or representative of a patient
  • Other professionals or external agencies

We will accept complaints from third parties where the patient has given consent, or where the patient is unable to complain themselves and the representative is acting in the patient’s best interests.

How to Make a Complaint

Complaints can be made:

  • In person
  • By telephone
  • In writing
  • By email

All complaints will be responded to in writing (preferably by email).

Contact details:
Pulse Light Clinic
Telephone: 020 7523 5158
Email: [email protected]
Complaints Lead: Andina Dushullovci

Acknowledgement and Response Times

  • All complaints will be acknowledged within 24 hours of receipt.
  • You will be informed who is responsible for investigating your complaint.
  • Our aim is to resolve complaints within 20 days, although more complex matters may take longer.
  • All complaints will be fully investigated and concluded within 6 months at the latest, unless a different timeframe is agreed with you.
  • You will be kept informed in writing if the investigation is ongoing.

Time Limits for Making a Complaint

Complaints should normally be made within 12 months of:

  • The date the event occurred, or
  • The date the matter came to your attention

This time limit may be extended where there is a valid reason for delay and where the complaint can still be investigated fairly.

How We Handle Complaints

  • All complaints, including minor concerns, are recorded and reviewed.
  • Complaints are investigated objectively and without delay.
  • Staff who are the subject of a complaint will not contact the complainant directly unless accompanied by a senior member of staff.
  • Where a complaint raises concerns about patient safety or wellbeing, safeguarding procedures will be followed and appropriate action taken.

Outcome of the Complaint

Once the investigation is complete, you will receive a final written response outlining:

  • How the complaint was considered
  • The conclusions reached
  • Any actions taken or planned, including timescales

You may be asked to confirm whether you are satisfied with the outcome.

If You Are Not Satisfied

If you remain unhappy after you have received our final response and we have completed our internal complaints procedure, you may refer your complaint to an external body.

Local Government Ombudsman (LGO)
The LGO provides a free, independent service and will not usually investigate a complaint until Pulse Light Clinic has had an opportunity to respond and resolve matters.

Care Quality Commission (CQC)
Our service is registered with and regulated by the CQC. The CQC cannot get involved in individual complaints about providers, but it is happy to receive information about our services at any time.

Centre for Effective Dispute Resolution (CEDR)
You may also choose to raise your concerns with CEDR as an independent dispute resolution service.

We can provide information about independent advocacy services if you require support in making or pursuing a complaint.

Monitoring and Review

All complaints are logged, monitored, and reviewed regularly by senior management to identify trends and support continuous service improvement. An annual complaints report is prepared in line with regulatory requirements.

A full copy of our Complaints Handling Policy is available on request.