At Fadi Kherdaji Eye Clinic, we are committed to providing the highest standard of care to our patients. However, we acknowledge that there may be times when our service does not meet expectations. If you have concerns or wish to make a complaint, we encourage you to let us know so we can address the issue promptly and improve our services.

1. How to Make a Complaint

If you have a concern about any aspect of your care, we recommend speaking to a member of our team as soon as possible. You can make a complaint by:

Emailing us at lian@fkherdaji.co.uk
Calling us on +44 (0) 1242 321092
Sending a written complaint to:
Fadi Kherdaji Eye Clinic
Cheltenham, UK

2. What Happens After You Submit a Complaint?

Once we receive your complaint, we will follow these steps:

Acknowledgement: We will acknowledge receipt of your complaint within 3 working days.
Investigation: Our team will review your complaint, speak to relevant staff members, and assess all aspects of the issue.
Response: You will receive a written response within 20 working days. If the investigation takes longer, we will keep you informed of the progress.
Resolution: We will propose a resolution to address your concerns and ensure improvements are made where necessary.

3. What If You Are Not Satisfied With Our Response?

If you are not satisfied with our response, you may escalate your complaint to an independent body:

For private healthcare complaints, you can contact the **Independent Sector Complaints Adjudication Service (ISCAS)** at www.iscas.org.uk.
If your complaint relates to NHS services provided at our clinic, you can contact the **Parliamentary and Health Service Ombudsman (PHSO)** at www.ombudsman.org.uk.

4. Our Commitment to Improvement

We take all complaints seriously and use them as an opportunity to improve our services. Patient feedback helps us refine our approach to care, ensuring the best possible experience for all our patients.