Legal & Compliance
Complaints Policy
Last updated: 9 March 2026 | CQC Fundamental Standard: Regulation 16
Our commitment: LSJ Rejuvenate Ltd takes all complaints seriously. We view every complaint as an opportunity to improve our service and ensure the best possible experience for our patients. All complaints are handled confidentially, fairly, and without detriment to the complainant's care.
1. Who This Policy Applies To
This policy applies to all patients, carers, and members of the public who interact with LSJ Rejuvenate Ltd, including those who receive or have received our weight management service, and those who have enquired about our services.
This policy is written in accordance with the CQC Fundamental Standard: Regulation 16 (Receiving and Acting on Complaints) and the NHS Complaints Regulations 2009 (as amended).
2. How to Make a Complaint
You can raise a complaint by any of the following methods:
Complaints should ideally be raised within 12 months of the incident or of becoming aware of the matter. We may still consider complaints outside this timeframe at our discretion.
3. Our Complaints Process
We follow a clear, staged process for handling all complaints:
Acknowledgement — within 3 working days
We will acknowledge your complaint in writing (by email or letter) within 3 working days of receiving it. We will confirm who is handling your complaint and provide an estimated timeline for our response.
Investigation — within 20 working days
We will carry out a thorough and impartial investigation. This may involve reviewing clinical records, consulting with relevant parties, and gathering all relevant information. We aim to provide a full written response within 20 working days. If we need more time, we will inform you and explain why.
Full written response
Our response will explain what we found, what action we have taken or will take, and any lessons learned. We will also advise you of your right to escalate if you remain dissatisfied.
Resolution and learning
All complaints are logged and reviewed to identify patterns and drive service improvement. We report complaint trends to our clinical governance review process.
4. Escalation — If You Are Not Satisfied
If you are not satisfied with our response, you have the right to escalate your complaint to the following independent bodies:
Care Quality Commission (CQC)
The CQC does not investigate individual complaints but you can share your concerns with them. Your feedback helps them decide when and where to inspect.
cqc.org.uk/give-feedback-on-care | 03000 616161
Nursing and Midwifery Council (NMC)
If your concern relates to the professional conduct of our Nurse Consultant, you may raise it with the NMC.
nmc.org.uk/concerns-nurses-midwives | 020 7637 7181
Parliamentary and Health Service Ombudsman (PHSO)
For complaints about private healthcare providers that remain unresolved, you may contact the PHSO.
ombudsman.org.uk | 0345 015 4033
5. Confidentiality
All complaints are handled in strict confidence. Information about your complaint will only be shared with those directly involved in investigating and resolving it. Your complaint will not affect the quality of care you receive from LSJ Rejuvenate.
Complaint records are retained for 8 years in accordance with CQC requirements and our data retention policy. You have the right to request access to your complaint records under UK GDPR — please see our Privacy Policy.
6. Unreasonable or Vexatious Complaints
We treat all complaints seriously and in good faith. In rare circumstances where a complaint is deemed to be vexatious, abusive, or made in bad faith, we reserve the right to manage the complaint differently. We will always explain our reasons and signpost to independent escalation routes.
7. Learning from Complaints
LSJ Rejuvenate is committed to a culture of openness and continuous improvement. All complaints are reviewed as part of our clinical governance process. Where a complaint identifies a risk or a need for change, we will act promptly and document the improvement made.
In line with our Duty of Candour (CQC Regulation 20), we will be open and honest with patients when something has gone wrong, offer an apology, and explain what we are doing to prevent recurrence.
8. Contact for Complaints
LSJ Rejuvenate Ltd — Complaints Lead
Email: [email protected] (subject: "Complaint")
Telephone: 07540677983
CQC Provider ID: 1-24684837405 | Companies House: 16588104 | ICO Reference: C1734425