Our Promise to You

We at Dr Weightmans are dedicated to offering first class medical services with friendly customer support. We know that things can go wrong sometimes, and we take all feedback and complaints as a chance to make our service better. We endeavour to take care of all issues quickly, fairly, and confidentially.

Step1: Contact Customer Support

If you are unhappy with any part of our service, the first thing you should do is let our customer support team know. At this point, many problems can be fixed quickly and informally.

Get in touch with us by:

• Phone: 01254 663919
• Email: [email protected]
• Account Message: If you have an account, log in and send us a message

When you get in touch with us please provide:

• Your full name and contact details
• Your order or reference number (if applicable)
• A brief explanation of the problem
• Any supporting documents, images or information that may be relevant

We endeavour to respond to all complaints promptly and provide you with an initial response or solution within a reasonable amount of time.

Step 2: Making a Formal Complaint

If your concern isn’t resolved to your satisfaction, you can file an official complaint. This can be done by contacting us using the details below:

• Email: [email protected]
• Post: 49 Fishmoor Drive, Blackburn, BB2 3UY

Please let us know how you would like to be contacted (email, letter or telephone), so we can respond accordingly.

We will:

• Assign your case to a senior member of our team who will handle your case.
• Conduct an honest and thorough investigation.
• Respond with our findings and what action if any was taken, within 30 working days.

if your case is more complicated and takes more time then we will keep you updated.

Step 3: Further Escalation

If you are not happy with the outcome of our formal complaints process, you can ask that the case be looked at again by a member of our senior management team. We will:

• Acknowledge the escalation within three working days
• Re-investigate if necessary
• Give a final response within 30 business days, or inform you if more time is needed

Note: We may not be able to fully look into complaints that were made more than six months after the event or the first answer.

Making a complaint on behalf of someone else

If you would like to file a complaint on behalf of someone else, we will need written consent from that person. This must include:

• The patient’s signature and date
• Confirmation of their permission for us to look into the matter
• A copy of the patient’s ID (Driving licence or equivalent – to verify ID)

This ensures that we always keep patient information private.

Going Further With Your Complaint

If you’re still unhappy after going through our internal complaints procedure, you may be able to take your case to an independent group such as ISCAS:

To contact them Call 020 7536 6091 to reach the Independent Sector Complaints Adjudication Service (ISCAS). Send email to [email protected] write to them at 100 St. Paul’s Churchyard, London, EC4M 8BU. Alternatively you can visit their website at https://iscas.org.uk.

You might also wish to contact the Care Quality Commission (CQC). The CQC doesn’t handle individual complaints, but it does keep an eye on standards and uses feedback from these checks as part of its regulatory inspections. To learn more, go to https://www.cqc.org.uk.

Privacy and non-retaliation

All complaints are handles with strict confidentiality. Making a complaint won’t change the level of care or service you receive from us.

Feedback and continuous improvement

We use complaints as a way to improve our services, processes, and training. We review them on a regular basis. Your feedback helps us keep our promise to maintain and improve quality and customer care.

Please do not hesitate to get in touch with our team if you need assistance. We’re here to help you.