Complaints Procedure

Last updated: 01/07/2026.

1. Purpose

This procedure explains how to raise a complaint about a private service provided under the Kensington Clinics brand. It does not replace the separate NHS complaints process for NHS-funded services.

2. Contacting us

Contact the pharmacy that provided the service. Stickland Chemist: 020 7589 4186, 6 The Arcade, South Kensington Underground Station, London SW7 2NA. H Lloyd Chemist: 020 7603 4761, 5 Hammersmith Road, London W14 8XJ. Tell us what happened, which service and pharmacy were involved, the approximate date, the outcome you seek and how you prefer to be contacted. Avoid sharing more medical information than necessary in a voicemail.

3. How we handle complaints

We treat complaints seriously, fairly and confidentially. We will record the concern, identify an appropriate reviewer and investigate relevant circumstances and records. We do not promise a fixed response time because this depends on the nature and complexity of the complaint. We will respond without unnecessary delay and keep you informed if more time or information is needed. Where appropriate, our response will explain our findings, address the issues raised, apologise where something went wrong and describe action or learning identified.

4. Clinical safety

Tell us if the concern suggests an immediate risk so it can be prioritised. For a medical emergency call 999 or attend your nearest A&E. For urgent non-emergency advice call NHS 111.

5. Support and representation

Someone may complain on your behalf, although we may need your consent before discussing confidential information. We can make reasonable adjustments to help you use this process.

6. Confidentiality and records

Complaint information is available only to people who need it to review and respond. We process it to manage concerns, meet obligations, improve services and establish or defend legal claims where necessary.

7. If you remain dissatisfied

Contact the pharmacy again and explain what remains unresolved so we can consider a further internal review. You may also raise relevant professional or patient-safety concerns with the General Pharmaceutical Council at pharmacyregulation.org. The GPhC does not resolve every customer-service or compensation dispute. You may seek independent legal or consumer advice at any time.

8. No disadvantage

Making a complaint will not affect the standard of care or service you receive.

9. Changes

We may update this procedure to reflect changes to our services or obligations.