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Plantmed Clinic UK Ltd (Co. no 15642057), trading as "Dispensed"
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Complaints Leaflet

Patient Feedback & Complaints Procedure

We regularly review the way we provide services to our patients. We are committed to continuously improving our services. To do this effectively, we need to understand your views about the clinic. We want to know what you think we do well, where we have not met your needs, and encourage you to share any ideas or suggestions you may have to help improve our service.

We encourage all feedback, including complaints, to ensure our services meet the highest standards of care, safety, and compliance.

If you have a complaint about any aspect of our clinic, we urge you to raise it as soon as possible. Making a complaint will not impact your care, treatment, or support in any way.

Complaints Procedure

If you have a complaint about any aspect of the clinic, please let us know as soon as possible. Making a complaint will not have any adverse effect on your care, treatment, or support.

How to Complain

In the first instance, please discuss your complaint with a member of staff. If the issue cannot be resolved immediately, please contact the Lead Nurse/Complaints Manager, who will try to resolve the matter and provide you with further guidance on our complaints procedure.

If your problem cannot be resolved and you wish to make a formal complaint, please inform us as soon as possible, ideally within a few days, by contacting the Operations Director. We recommend submitting your complaint in writing, by email or post, to ensure we have a clear and accurate account of the circumstances.

If you are making a complaint on behalf of someone else, we will require their permission to proceed, in order to maintain patient confidentiality. A signed note from the person concerned will be required, unless they are unable to provide this due to illness or disability.

When to Complain

If you are unable to raise your complaint immediately, please provide the details within 12 months of the incident that caused the issue, or within 12 months of becoming aware of the matter. We will acknowledge receipt of your complaint within three working days.

Next Steps

We will offer to meet with you to discuss your complaint, agree on how it will be fully investigated, and provide an estimated timeline for resolution. When investigating your complaint, we aim to:
  • Establish the full circumstances of your complaint.
  • Arrange for you to discuss the issue with the relevant person(s), where possible.
  • Offer an apology where appropriate.
  • Identify what actions we can take to prevent the issue from occurring again.

Contact Information

📍 Address: 301-305 High St, Croydon CR0 1QL
📞 Patient Contact Number: 020 3892 1903
✉️ Email: complaints@dispensed.co.uk
🌐 Website: www.dispensed.co.uk

Other Ways to Complain

If you are unable to raise your complaint with us or would like external advice about raising a concern or making a complaint, you can contact:
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Care Quality Commission (CQC)

You can also inform the CQC if you wish to raise concerns about the care you have seen or experienced in health and social care services. The CQC does not investigate individual complaints but can be informed of concerns regarding the quality of care.
Plantmed Clinic UK Ltd (15642057), trading as 'Dispensed', is in partnership with SJLD LTD (13138487), trading as 'Urban Clinic', which is registered and regulated by the CQC.