Complaint Procedure – Information for Patients

Eduelo is committed to providing a high quality private dermatology healthcare service to all patients. All clinic staff recognise that there may be occasions when patients may wish to complain about some aspect of the healthcare service which has been offered or received. 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.

Verbal Complaints

If you wish to speak to someone about an aspect of the Eudelo healthcare service, please try to do so as soon as possible, preferably before you leave the clinic premises. Staff 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.

Written Complaints

All written complaints should be addressed to Eudelo’s CQC Registered Manager Jason Williams, at the following address: Eudelo, 63 Bondway, London, SW8 1SJ. Please describe the nature of your complaint stating the following information:

  • What you are unhappy about
  • When the incident took place
  • What clinic staff were present at the time

The manager will carry out a full investigation of the nature of your complaint and offer to meet with you in order to resolve the issue/s. You will receive a full written response within twenty (20) working days of the complaint being received.

If a full response cannot be given within twenty (20) working days of receiving your complaint, the manager will write to you to explain the reason for the delay. You will receive a full written response within five (5) days of a conclusion being reached.

Your complaint will be acknowledged in writing within two (2) working days of the manager receiving the letter (please be aware that the manager might not be in the clinic every day of the week), unless a full reply can be sent to you within five (5) working days.

Complaints About The Medical Director

For complaints about our Medical Director Dr Stefanie Williams we have a 3-step complaint procedure. If you are not happy with the outcome of your complaint raised within the clinic, you may write to the Independent Doctor’s Federation as a 2nd stage. The address is: IDF CEO, The Medical Society of London, Lettsom House, 11 Chandos St, London, W1G 9EB.

Thereafter, unresolved MD complaints move into stage 3 with a referral to the Independent Sector Complaints Advisory Service (ISCAS), an independent body.

Care Quality Commission

If you are still unhappy about the outcome of your complaint, you may with to contact the Care Quality Commission, the organisation that regulates Eudelo as an independent healthcare provider. The address is: Care Quality Commission, Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA (Tel: 03000 616161). Website:

Please be assured that Eudelo will deal with all complaints confidentially, and following the investigation, will consider making changes to the private dermatology healthcare service to improve the services on offer to all patients.




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