Our FAQ page is here to provide answers to any important questions about our ear care services.
Auris Ear Care is committed to providing a high-quality independent healthcare service. We recognise that there may be occasions when a patient may wish to complain about some aspect of the service. If you feel you wish to discuss an issue, or indeed make a complaint, we would kindly ask that you bring this to the attention of a member of staff as soon as possible. This complaints procedure ensures that your complaint will be dealt with as quickly as possible.
If you wish to speak to someone about the Auris Ear Care service, please speak to a member of staff as soon as possible, preferably before your appointment is completed. One of the doctors will make every effort to resolve your complaint as quickly as possible. If your concerns are not resolved to your satisfaction, you will be advised on the process to make a formal written complaint.
All written complaints should be addressed to Dr Misha Verkerk, Clinical Director and either posted to Auris Ear Care, 10 Harley Street, London W1G 9PF or emailed to: email@example.com . Please describe as fully as you can the nature of your complaint stating:
- what you are unhappy about
- when the incident took place, and
- who was present at the time
Your complaint will be acknowledged within 3 working days. We will carry out a full investigation of the nature of your complaint and will offer to meet with you in order to discuss and resolve the issue/s. You will receive a full written response within 20 working days of the complaint being received. If a full response cannot be given within 20 working days, we will write to you to explain the reason for the delay. You will receive a full written response within 5 days of a conclusion being reached.
If you remain unhappy after you have received a response to your complaint, we will provide you with details of how to appeal.