We’d Love to Hear from You
Compliments, feedback, or complaints — please get in touch. 📧 Email: hello@whitegiraffe.clinic
📝 Complaints Procedure
At White Giraffe, we are committed to delivering safe, high-quality care and service. If you are dissatisfied with any aspect of your experience, we want to hear from you — so we can put things right and continue to improve.
How to Make a Complaint
Please send your complaint in writing to: 📧 Email: hello@whitegiraffe.clinic
Include your full name, contact details, and as much detail as possible about the issue so we can investigate effectively.
🔍 Our Complaints Process
We follow a clear three-stage process to ensure every complaint is handled seriously, fairly, and promptly.
Stage 1 – Internal Investigation
Acknowledgement We will acknowledge your complaint within 3 working days (unless a full response can be sent within 5 working days). This will be sent to the email or postal address you provide.
Investigation Your complaint will be reviewed by our CQC Registered Manager, Dr Nisa Aslam, or a designated senior clinician. If any details are unclear, we’ll contact you for clarification.
Response A full written response will usually be provided within 20 working days. If more time is needed, we’ll explain the delay and continue to update you at least every 20 working days. We aim to conclude this stage within three months, where possible.
Stage 2 – Independent Clinical Review
If you are dissatisfied with the Stage 1 outcome, you may request a further review. We will refer your case to an independent medical professional (not involved in your care) for an impartial review. You will receive a written response once this is completed.
Stage 3 – Independent External Review (ISCAS)
If you remain unhappy following Stage 2, you have the right to escalate your complaint to the Independent Sector Complaints Adjudication Service (ISCAS).
ISCAS offers a free, independent review for private healthcare complaints. Their decision is final.