We are committed to providing an excellent standard of care. If something has not met your expectations, we want to hear from you — and we will take your concern seriously.
b2 Clinics is registered with the Care Quality Commission (CQC) and is committed to the highest standards of patient care. This complaints procedure is in place to ensure that any concerns are listened to, taken seriously, and handled fairly — in line with CQC Regulation 16.
Making a complaint will never affect the quality of care you receive, and you will never be treated differently for raising a concern.
Complaints Lead
Dr Ben Boulter — Clinic Director and CQC Registered Manager. All formal complaints are handled by or escalated to Dr Boulter.
You can raise a concern in person, by telephone, or in writing. All routes lead to the same careful process.
Speak to any member of staff at the clinic. They will listen and, where possible, resolve the matter immediately, or pass it to the Clinic Director.
Call us and ask to speak with the Clinic Director. If he is unavailable, a message will be taken and he will return your call promptly.
01753 893383Send your complaint by email or post addressed to the Clinic Director. Please include your name, contact details, and a description of the matter.
reception@b2chalfontclinic.ukEvery complaint follows a clear, documented process from receipt to resolution.
Speak to any member of staff, call the clinic, or put your complaint in writing. Staff will listen carefully and, if it's within their power to resolve the matter immediately, they will do so.
All formal complaints are passed to Dr Ben Boulter, Clinic Director and Complaints Lead, without delay. He will offer to meet with you in person or virtually to discuss how it will be handled.
You will receive written acknowledgement of your complaint within three working days. This will include the name and contact details of the person handling your complaint.
A thorough investigation will be carried out and a full written response provided within 20 working days. We will keep you informed if more time is needed.
If you are not satisfied with our response after we have fully investigated your complaint, you have the right to escalate it to an independent body.
b2 Clinics is a member of ISCAS, an independent adjudication service for the independent healthcare sector. If your complaint has not been resolved to your satisfaction following our internal process, ISCAS can conduct an independent review. We will cooperate fully with any ISCAS investigation.
Care Quality Commission (CQC): b2 Chalfont Clinic is registered with the CQC. We produce an annual summary of complaints for the Commission and comply fully with Regulation 16 (Receiving and acting on complaints).
Everything you might want to know before making a complaint.