Dr Hass

Complaints Procedure

At Dr Hass Clinic, we are committed to providing exceptional service and ensuring the satisfaction of our clients. We understand that occasionally issues may arise, and we are dedicated to addressing and resolving any concerns promptly and effectively. This Complaints Policy outlines the procedure for making a complaint and the steps we will take to investigate and resolve the matter.


This policy applies to all clients of Dr Hass Clinic who wish to raise a complaint about any aspect of their experience with our clinic.


  1. To provide a transparent and accessible process for clients to raise complaints.
  2. To ensure all complaints are handled promptly, fairly, and in a confidential manner.
  3. To identify opportunities for improvement in our services based on client feedback.

How to Make a Complaint

Clients who wish to make a complaint are encouraged to follow these steps:

Informal Resolution:

a. In the first instance, clients are encouraged to raise their concerns with the staff member involved or the relevant department.

b. Our staff will make every effort to address and resolve the issue at this stage.

Formal Complaint:

a. If the issue remains unresolved or if the client is not comfortable discussing the matter informally, they can submit a formal written complaint.

b. Complaints can be submitted via email to enquiries@doctorhass.com.

c. The complaint should include details such as the client’s name, contact information, nature of the complaint, and any relevant supporting documents.

Complaint Handling Procedure

  1. Upon receiving a formal complaint, Dr Hass Clinic will acknowledge receipt within 7-14 working days.
  2. The complaint will be assigned to a designated complaints handler, who will conduct a thorough and impartial investigation.
  3. The complaints handler may contact the client for additional information or clarification during the investigation.
  4. Dr Hass Clinic will aim to provide a written response to the client within 7-14 working days of acknowledging the complaint.
  5. The response will include the findings of the investigation, any remedial actions taken, and information about the client’s right to escalate the matter if not satisfied.

Records and Monitoring

All complaints and their resolutions will be documented for review and analysis. This information will be used to identify areas for improvement in our services.

Review and Update

This Complaints Policy will be reviewed regularly to ensure its effectiveness and relevance. Any necessary updates will be made to enhance the complaints resolution process.

Contact Information

At Dr Hass Clinic, we appreciate the trust our clients place in us and are committed to maintaining the highest standards of customer satisfaction. Your feedback is essential in helping us achieve this goal. We thank you for your patience and unwavering support.

Last updated: 16/01/2024

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