Feedback & Complaints
We are committed to providing the highest standard of care. If your experience has not met your expectations, we want to hear from you.
Last updated: 28 June 2026
Our Commitment
We take all feedback seriously and view complaints as an opportunity to learn and improve. We are committed to handling every concern fairly, thoroughly, and in a timely manner. Whether your feedback is positive or highlights an area for improvement, we welcome it.
How to Provide Feedback
We welcome all feedback about your experience with us. If you would like to share positive feedback or a suggestion for improvement, you can do so by emailing info@londonurologyspecialists.co.uk or speaking to any member of our team.
Positive feedback is shared with the relevant team members and helps us understand what we are doing well.
How to Make a Formal Complaint
We ask that complaints are raised within 6 months of the incident, or within 6 months of the issue first becoming apparent. We will consider complaints raised outside this period on a case-by-case basis where there is good reason for the delay.
If you wish to make a formal complaint, please submit this in writing to:
Post
Patient Complaints
London Urology Specialists
18 Devonshire Street, London, W1G 7AQ
To help us investigate your complaint effectively, please include:
Your full name and contact details
The date(s) of the appointment(s) or treatment in question
The name of the consultant or staff member involved (if known)
A clear description of your complaint
What outcome you are seeking
Raising a complaint on behalf of someone else
If you are raising a complaint on behalf of a patient, we will need their written consent before we can investigate and share the response with you. This is to protect the patient's confidentiality in line with our Privacy Notice.
What Happens Next
Our complaints process follows these steps:
1. Acknowledgement
We will acknowledge receipt of your complaint in writing within 48 business hours.
2. Investigation
Your complaint will be investigated thoroughly and fairly. We may need to review clinical records and speak with the staff involved.
3. Response
We aim to provide a full written response within 20 business days. If the investigation requires more time, we will write to you explaining the reason for the delay and provide a revised timeline.
4. Resolution
Our response will address each point raised in your complaint and outline any actions we intend to take.
If You Are Not Satisfied
If you are not satisfied with our response, you may:
Request a review of the complaint by a senior member of the team
Seek independent advice or raise your concern with the relevant professional regulatory body (such as the General Medical Council) if your complaint relates to the conduct of an individual clinician
Confidentiality
All complaints are handled in strict confidence. Making a complaint will not affect your ongoing or future care with us in any way.
Information relating to your complaint will be stored securely and in accordance with our Privacy Policy.
Contact Us
Complaints
General Feedback
18 Devonshire Street
London, W1G 7AQ