Complaint Policy

We are committed to providing the highest standard of care. Learn how to raise a concern or complaint about your experience at LIPS Healthcare.

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We Welcome Your Feedback

At LIPS Healthcare, we are committed to providing safe, high-quality care. If you are unhappy with any aspect of our service, we encourage you to let us know. Your feedback helps us improve the care we provide.

Making a complaint will not affect your treatment or future care. We will treat every complaint fairly, respectfully and confidentially.

How to Make a Complaint

You can contact us in whichever way is most convenient for you:

  • Email: complaints@lips.org.uk
  • Telephone: 020 7046 2842
  • In person: Speak to a member of our reception team.
  • By post: LIPS Healthcare, 1st Floor, Turbine Hall B, Battersea Power Station, London SW11 8DD

You may also contact us through our social media direct messages (DMs).

Complaints can be made by:

  • Current or former patients.
  • Someone acting on a patient's behalf with their permission.
  • A relative or representative if the patient is unable to complain themselves.

When Should I Complain?

We encourage you to raise concerns as soon as possible.

Normally, complaints should be made within 6 months of the incident, or within 6 months of becoming aware of the issue. However, we may still consider complaints made later where it is reasonable to do so.

What Happens Next?

Once we receive your complaint:

  • We will acknowledge it within 3 working days.
  • We will explain how your complaint will be handled.
  • We will let you know who is managing your complaint.
  • We will discuss the outcome you are hoping for where appropriate.

We aim to provide a full written response within 20 working days (Stage 1). If our investigation takes longer, we will keep you informed and provide regular updates.

Some complaints require us to gather information from other organisations. If this is necessary, we will ask for your consent before sharing your information.

Our Commitment to You

We will:

  • Listen carefully to your concerns.
  • Investigate your complaint fairly and thoroughly.
  • Keep you informed throughout the process.
  • Treat you with dignity and respect.
  • Protect your privacy and personal information.
  • Explain what happened and apologise where appropriate.
  • Learn from complaints to improve our services.

If You Are Not Happy With Our Response

If you are not satisfied with our initial response, you can ask for your complaint to be reviewed through our Stage 2 complaints review process. The review will be carried out by an appropriate reviewer or team, depending on the nature of your complaint, to ensure it is considered independently and fairly.

We will:

  • Acknowledge your request within 3 working days.
  • Carry out an independent review.
  • Aim to provide a further response within 20 working days.

If you remain dissatisfied after our internal review, you may request an independent review through the Independent Sector Complaints Adjudication Service (ISCAS).

ISCAS Contact Details

Please note: ISCAS can normally consider complaints only after you have completed Stages 1 and 2 of our complaints procedure.

Confidentiality

Your complaint will be handled confidentially and separately from your medical records. Information will only be shared with staff involved in investigating your complaint and in accordance with UK data protection laws.

Learning From Complaints

We regularly review complaints to identify trends and improve our services. Feedback helps us make changes that benefit all patients.

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