This Complaints Procedure is only available for patients of doctors who are members of the Independent Doctors Federation (IDF) and have signed up for the IDF Patient Complaint Procedure. If any doctor within our practice has not signed up for this process, a separate complaints policy will apply. Please contact the clinic for clarification if needed.

Our process aligns with the ISCAS (Independent Sector Complaints Adjudication Service) Code of Practice for Complaints Management. The three stages are as follows:

Stage 1: Local Resolution
If you are dissatisfied with our service, please follow these steps:

Contact Us Directly:
In the first instance, speak with Ellie Barker, Clinic Supervisor, by calling 01138872272.
Many concerns can be resolved quickly at this stage.

Formal Written Complaint:
If the issue is not resolved, you can submit a written complaint to:

Dr. Raj Thethi
Medical Director, Yorkshire Skin Centre
1 Sizers Court, Yeadon, Leeds, LS19 7DP
Tel: 01138872272

Please include:

• A clear description of the concern.
• Dates of relevant events.
• The outcome you hope to achieve.

Complaints should be submitted within six months of the event or within six months of becoming aware of the issue. Extensions may be granted for exceptional circumstances, such as bereavement.

Acknowledgement and Timeline:

• We will acknowledge receipt of your complaint within three working days.
• A full response will be provided within 20 working days.
• If further investigation is required, updates will be provided every 20 working days until resolution.

Outcome :
If you remain dissatisfied with the outcome at Stage 1, you may escalate the complaint to Stage 2.

Stage 2: IDF Complaint Resolution
If the issue is unresolved after Stage 1, you can escalate the complaint to the IDF:

Contact Details:
Complaint Manager
Independent Doctors Federation (IDF)
Lettsom House, 11 Chandos Street, Marylebone, London W1G 9EB

• Your request must be submitted in writing within six months of receiving the Stage 1 response.
• The IDF will acknowledge your complaint within three working days and review it within 20 working days.
• You will be invited to a meeting to clarify your concerns and expectations.

Outcome:
The IDF will either uphold the Stage 1 decision or suggest an alternative resolution. You will also be informed about your right to proceed to Stage 3.

Stage 3: Independent Adjudication (ISCAS)
If you remain dissatisfied after Stage 2, you may seek independent adjudication from ISCAS.

Contact Details:
Secretariat
Independent Sector Complaints Adjudication Service (ISCAS)
CEDR, 3rd Floor, 100 St. Paul’s Churchyard, London, EC4M 8BU
Tel: 020 7536 6091 | Email: info@iscas.org.uk

Process:

• Submit your request in writing within six months of the Stage 2 response.
• Provide reasons for dissatisfaction and any supporting evidence.

ISCAS will:

• Acknowledge your request within three working days.
• Issue a decision within 20 working days or provide updates every 20 working days if delays occur.

Outcome:
A final report will be sent to you, the doctor, and the IDF. Additional information about ISCAS is available on the ISCAS Website.

For detailed guidance, including information about Stage 3 adjudication, you can download the full PDF here - ISCAS Patient-guide_final

We are committed to addressing your concerns promptly and fairly. Please don’t hesitate to reach out with any questions or for further clarification.

We have a zero-tolerance policy for unacceptable behaviour by complainants at any stage of this procedure. The clinic reserves the right to address such behaviour appropriately.