We see adults and children of all ages even those with pre-existing ear conditions
Compliments and Complaints Policy
Compliments and Feedback
Our aim is to provide the best possible service to our customers. If you are pleased with your treatment or feel we have done something well, please let us know. If you are not satisfied with your treatment you can give us feedback.
One of the ways in which we can continue to improve our service is by listening and responding to the views of our clients. In order for us to do this it is important that you send your feedback in writing via one of the following routes:
Email us at feedback@clarity-ear-care.co.uk
Or write to us:
Clarity Ear Care
The Self Centre
Kempson Way
Bury St. Edmunds
IP32 7AR
Please include your name, or the name of the customer if you are acting on their behalf, and when you visited us when contacting us. We may need to contact you to gain further information.
Complaints
When handling your complaint, we will ensure that we are:
Responsive - we will acknowledge your complaint within 3 business days and keep you informed about the progress.
Honest – we will handle your complaint in a fair and transparent manner.
Respectful – you have the right to keep your complaint confidential and we will make sure you are listened to and understood.
We understand the importance of recognising complaints as a learning tool to inform and improve our service. We are committed to making that the process as easy as possible.
If you wish to make a formal complaint, please make your complaint in writing to:
Clarity Ear Care
The Self Centre
Kempson Way
Bury St. Edmunds
IP32 7AR
Or by emailing: complaints@clarity-ear-care.co.uk
It is vital that you make your complaint as soon as possible so that we can investigate matters promptly and provide you with a response. You must make your complaint within six months.
If you are unable to make a complaint in writing please call us on 01284 598058 and we will make arrangements for you to receive help submitting your complaint.
If you wish someone to make a complaint of your behalf, they may do so and we will work with you both to resolve the problem. We are unable to share any personal information with a third party without your written consent.
Initial management of a complaint will be undertaken by the person responsible for the clinic that provided the service. All complaints will be discussed at our quarterly partnership meetings so that we can learn from customer feedback and where necessary change the way we work.
What information should you provide?
When you make a complaint it is useful to tell us:
The location and procedure that you underwent, dates and times of your appointment and the names of any staff involved in your treatment. Please specify if there are any specific issues that you wish to be addressed and what you hope the outcome of the complaints process will be.
We reserve the right to reject any complaint that uses offensive language or that are personally offensive to members of staff. Persistent or repetitive complaints that are found to be unsubstantiated, or complaints that are associated with abusive behaviour will be excluded from the complaints procedure on the basis of misuse.
What happens once you have made a complaint?
We will acknowledge your complaint within three business days of receiving it. We will send you a full written response within 20 days. If the investigation is still in progress, we will send you letter explaining the delay and when we anticipate being able to respond. We may request to meet with you to fully understand your complaint and enable us to reach a resolution.
Clarity Ear Care
The Self Centre, Kempson Way, Moreton Hall, Bury St.Edmunds, IP32 7AR
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