Patient Complaints – Scotland

If you have a complaint about your treatment or service at Seneca Medical Group, please use one of the options below:

Call the clinic

Calling the clinic at +44 141 332 1745 is the fastest way to raise a complaint and find a resolution. Our highly trained staff will be happy to help in any way they can and can escalate your complaint to your preferred management team.

Email the clinic

You may email the clinic at info@senecamd.com with details such as your name, treatment date, treatment type, and the nature of your complaint. We aim to review your complaint and respond within 48hrs although times may vary on public holidays and busy periods.

Write to the clinic

If you would prefer to send your complaint in writing, please send a letter detailing your name, address, treatment, and the nature of your complaint to 15 Royal Crescent, Glasgow, G3 7SL. You may include a telephone number for us to call you on to speed up the resolution process.

We’ll keep you informed of our investigation into your complaint and provide a final response within eight weeks. If you are not happy with our final response, or if we have been unable to resolve your complaint within eight weeks, you may have the right to refer the matter to the Financial Ombudsman Service:

Address: Exchange Tower, London E14 9SR

Tel: 0800 023 4567 (free of charge) or 0300 123 9123 (calls to this number are charged at the same rate as 01 and 02 numbers) or 020 7964 1000 (calls using Relay UK).

Website address: https://www.financial-ombudsman.org.uk/

Please be aware that complaints must be referred to the Financial Ombudsman within a maximum of six months of our final response to you.

Healthcare Improvement Scotland (HIS)

If you feel that Seneca Medical Group cannot handle your complaint, you should contact our regulators at HIS. You can do this by:

Calling 0131 623 4598, emailing HIS at his.ihcregulation@nhs.scot, or write to them at Healthcare Improvement Scotland, Gyle Square, 1 South Gyle Crescent, Edinburgh, EH12 9EB.