Indra Clinic

Complaints Policy

Our approach

We value feedback as it helps us improve our services. We take all complaints seriously and aim to resolve issues in a fair, transparent, and timely manner.

How to make a complaint

Complaints can be made by:

Email: complaints@indra.clinic
Post: Indra Clinic, RPH Medica LTD, 3rd Floor, 86-90 Paul Street, London, EC2A 4NE

Please include your name, contact details, and a clear description of your complaint.

What happens after you make a complaint:

Acknowledgement – within 5 working days.
Investigation – a senior staff member will review your case.
Response – full written response within 20 working days (or an update if longer is needed).
Resolution – we will explain findings and corrective actions.

If you are not satisfied

If you remain unhappy, you may escalate your complaint to:

Independent Sector Complaints Adjudication Service (ISCAS) – www.iscas.org.uk
Care Quality Commission (CQC) – www.cqc.org.uk

Learning and improvement

All complaints are logged and regularly reviewed by management. We use them to identify patterns and improve patient care.