Complaints
Our Commitment to You
We're committed to providing excellent care and service. If something hasn't met your expectations, we want to know so we can put it right.
How to Share a Concern
Please email us at hello@whitegiraffe.clinic with:
Your full name and contact details
A description of what happened
Any relevant dates or appointment information
We take every concern seriously and follow a structured three-stage process to ensure fairness and transparency.
Stage 1 – Internal Review
Acknowledgement: Within 3 working days
Investigation: Led by our CQC Registered Manager, Dr. Nisa Aslam
Response: Full written response typically within 20 working days
If we need more time, we'll keep you updated every 20 days. We aim to resolve concerns within three months wherever possible.
Stage 2 – Independent Clinical Review
If you're not satisfied with our initial response, we'll arrange an independent medical review by a clinician not involved in your care.
Stage 3 – External Adjudication (ISCAS)
You have the right to escalate your complaint to the Independent Sector Complaints Adjudication Service (ISCAS)—a free, independent body for private healthcare complaints.