Complaints

Memory and Brain Clinic London is committed to providing high-quality, safe, and compassionate consultant-led care. We recognise that, on occasion, patients or families may wish to raise a concern or complaint. We view complaints as an important opportunity to listen, learn, and improve.
This page explains how to raise a complaint and how it will be handled.

How to raise a complaint
A complaint is an expression of dissatisfaction about any aspect of the service that requires a response. This may relate to clinical care, communication, administrative processes, timeliness of correspondence, or overall experience. Complaints may be raised verbally or in writing and directed to:

Dr Soumit Singhai
Consultant Geriatrician
Memory and Brain Clinic London
Telephone: 0207 062 7248
Email: drsinghaisecretary@outlook.com

Support and reasonable adjustments can be provided to help patients, family members, or carers raise a complaint fairly and without disadvantage.

What happens next
All complaints are handled in a fair, transparent, and proportionate manner.
Complaints are acknowledged within three working days.
The acknowledgement confirms who is handling the complaint and the expected timescale for response.
A written response is normally provided within twenty working days.
If additional time is required, this will be explained and updates will be provided.
Responses aim to address the issues raised clearly, explain findings, offer an apology where appropriate, and outline any actions taken or planned.

If you remain unhappy
If you are not satisfied with the response, you may request a further review of your complaint.
Concerns are handled openly, fairly, and in line with professional standards.

Learning from complaints
All complaints are recorded and reviewed. Learning from complaints is used to reflect on clinical and administrative practice, improve communication and processes, and inform ongoing quality improvement within the service.

Duty of candour
Where a notifiable safety incident has occurred, the clinic acts in accordance with the Duty of Candour. This includes being open and honest, providing a clear explanation, offering an apology, and taking appropriate steps to reduce the risk of recurrence.

Confidentiality
Complaints are handled confidentially and in accordance with UK data protection legislation. Information is shared only where necessary and appropriate.

Further information
A full copy of our Complaints Policy is available on request.