Private Walk-In Clinic

Compliments, Complaints and Suggestions

We are here to provide the best possible service at all times. We are always interested to hear your opinion on how well you think we are doing. We welcome suggestions and constructive criticism as they help us to improve our service.

Please present your views in writing at reception or use our suggestion box. At times you might not be happy with the service you have received, and you may wish to make a formal complaint, the following complaint procedures will apply.

All complaints should be submitted in either by writing to the Clinic Office at Private Walk-In Clinic 108 Goldhawk Road, W12 8HD, or contact through Tel: 0208 746 0830, or send via E-mail at:

What happens after you complain?

  • When you’ve made your complaint, we will call you or send you an acknowledgment letter within 3 working days. (As long as you’ve provided a valid contact details).
  •  Then we will investigate your complaint and respond to your complaint as soon as possible in either by phone, writing or email within 21 days of receipt.

If you are not happy with our final response, you have a right to take your complaint to the Parliamentary and Health Service Ombudsman, who you can contact at:
Visit their ‘Making a complaint page’ and click on ‘Can we look into your complaint?’

Call their Customer Helpline on 0345 015 4033 from 8:30am to 5:00pm, Monday to Thursday, and Friday from 8.30am to midday, except bank holidays. Calls are charged at local or national rates.

Send a text to their ‘call back’ service: 07624 813 005 with your name and mobile number.

Complaining On Behalf Of Someone Else
Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be required.