Arya Clinic Complaints Policy
Last updated: 11/09/2026
At Arya Clinic, we value feedback from our clients and take concerns and complaints seriously.
We aim to provide a professional, respectful and positive experience. If something has not gone as expected, we encourage you to tell us so that we can understand what happened, address your concerns where possible and use feedback to improve our services.
This Complaints Procedure explains how you can raise a complaint and what you can expect from us.
1. How to make a complaint
You can make a complaint:
- by email;
- by telephone;
- in writing; or
- in person.
You can contact us using the details below:
Arya Clinic
C/O Heatwave Worcester
Lower Wick
Worcester
WR2 4XA
Email: info@aryaclinic.co.uk
Telephone: 07804 577824
You may make a complaint yourself or, where appropriate, ask someone to make a complaint on your behalf. We may need your permission to discuss your personal information with someone acting for you.
We encourage you to raise concerns as soon as reasonably possible so that we have the best opportunity to understand what happened and address the matter.
2. What information should I provide?
When making a complaint, it is helpful to provide:
- your name and contact details;
- the date or approximate date of the appointment or service;
- a description of what happened;
- the nature of your concern;
- the outcome you would like us to consider; and
- any relevant information or documents you wish us to take into account.
You do not need to use any particular wording or format to make a complaint.
3. What happens after you complain?
We will acknowledge your complaint and, where appropriate, discuss it with you to make sure we understand the issues you have raised.
We will review the circumstances of the complaint fairly and objectively. Where possible, the complaint will be considered by someone who was not directly involved in the matter being complained about.
We may need to contact you for further information or clarification during the investigation.
We aim to provide a substantive response within 20 working days of receiving the complaint. If the matter is complex or requires additional information, this may take longer. If this happens, we will keep you informed about the progress of the investigation and provide an indication of when you can expect a response.
4. Complaints involving a healthcare professional
Arya Clinic is not itself a medical practice. Services may, however, sometimes involve an appropriately qualified and registered healthcare professional, such as a prescribing nurse.
Where a complaint concerns the professional conduct, clinical assessment, prescribing decision or other professional responsibilities of a healthcare professional involved in providing a service, we will ensure that the matter is considered appropriately and, where necessary, with the relevant practitioner.
Healthcare professionals remain responsible for their own professional decisions and obligations.
Where appropriate, you may also have the right to raise concerns directly with the professional’s relevant regulatory body. For example, concerns relating to a registered nurse or nurse prescriber may be raised with the Nursing and Midwifery Council (NMC).
5. Our approach to complaints
We will:
- take complaints seriously;
- treat you fairly and respectfully;
- investigate complaints as objectively as reasonably possible;
- keep you informed where additional time or information is required;
- maintain appropriate records of complaints and their outcomes;
- protect your personal information when handling your complaint; and
- use appropriate feedback to help improve our services.
Making a complaint will not, in itself, affect your ability to contact Arya Clinic or use our services in the future.
However, where a complaint raises concerns about the suitability or safety of a particular service for an individual, we may need to take appropriate steps before any further service is provided.
6. Confidentiality and data protection
We will handle complaints confidentially and in accordance with applicable data protection law.
Information provided as part of a complaint may need to be shared with people involved in investigating or responding to the complaint, where this is necessary and lawful.
Further information about how Arya Clinic collects, uses and protects personal information is available in our Privacy Notice.
7. If you remain dissatisfied
We hope that we can resolve concerns directly with you.
If you remain dissatisfied after we have considered your complaint, we will explain, where appropriate, any further steps that may be available to you.
Where a complaint concerns a registered healthcare professional, you may also be able to raise the matter with that professional’s relevant regulator.
For a registered nurse or nurse prescriber, the relevant professional regulator is the Nursing and Midwifery Council (NMC).
8. Complaints records
Arya Clinic maintains appropriate records of complaints and their outcomes.
Complaints information is stored securely and retained in accordance with our applicable data protection and information-retention requirements.
9. Reviewing this procedure
We may review and update this Complaints Procedure from time to time to reflect changes to our services, procedures or applicable requirements.
The latest version will be published on this page together with the date it was last updated.
10. Contact us
If you have a complaint or concern about your experience with Arya Clinic, please contact us:
Arya Clinic
C/O Heatwave Worcester
Lower Wick
Worcester
WR2 4XA
Email: info@aryaclinic.co.uk
Telephone: 07804 577824