Complaints Policy


Dr Kapil Chawla and Dr Mary Salvia are continually looking at the standard of care provided and listening to what our patients want. We review all the comments you make and we use that information to improve our services and facilities even further.

Your opinions, feedback and comments are important to us.


If you are unhappy with our service we want to know about it as soon as possible. We will then investigate the situation so that we can explain, apologise and take positive action where necessary. If you tell us as soon as the problem arises, it can often be sorted out straightaway. Just write to us, simply mentioning “I have a complaint” without any further details on Dr Chawla or Dr Salvia will call you to personally hear from you about the complaint.

If you are not completely satisfied you can put your comments in writing.

We take all comments and complaints seriously.

We always:

  • Pass on any praise to the people concerned
  • Handle complaints in complete confidence 
  • Investigate impartially
  • Offer a clear and complete explanation


Dr Chawla is responsible for the day-to-day running of the services and is in the best position to investigate any complaint thoroughly and promptly. Any complaint received will be dealt with as soon as they are received by a phone call.


If an investigation is needed and is still going on after 20 days, we will write to explain the delay. In very complex cases, which may take more time, we will send you regular progress reports. We may suggest meeting you to talk through your issues and attempt to resolve them.


If a patient is unable to reach a local resolution, they will be given details of the IDF who act as an intermediary. Failing a satisfactory response from the IDF, they may contact ISCAS (details available in Complaint Handling Procedure).