Tell us when something is not right.

Raising a concern will never affect your care. You, or someone acting on your behalf with your permission, can complain verbally or in writing. Email hello@londonhairtrust.co.uk or call 020 7131 9731. Please share only the details needed initially; we can arrange a suitable way to receive sensitive medical information. See our Privacy Policy for how we handle complaint information.

Our commitment to you

Acknowledgement

We will acknowledge your complaint within 48 hours and explain the next steps. We can provide support if you need help making a complaint.

Investigation

We will investigate fairly and confidentially, involving the responsible clinical team where needed, and record the outcome.

Response

We aim to provide a written response within 7 days. If more time is needed, we will explain why, give a revised timeframe and provide written progress updates.

If you remain dissatisfied, we will explain the independent escalation routes available for your care. You can also share concerns with the Care Quality Commission (CQC); it does not resolve individual complaints.