Feedback and Complaints

Your experience matters to us. We welcome all feedback—positive or negative—to help us improve the care we provide

You can share compliments, suggestions, or minor concerns informally by:

• Speaking to a member of staff directly
• Filling out our feedback form (available at reception)
• Emailing us at admin@thestaywellclinic.com
• Calling our reception team

We always aim to listen, learn, and act.

Making a Formal Complaint

If you are dissatisfied with any part of your care or service, we encourage you to let us know so we can resolve it. You can make a complaint by:

• Writing to:
  The Clinic Manager
  62-64 West Street, Sittingbourne, ME101A
• Emailing:admin@thestaywellclinic.com
• Verbally: Ask to speak to the Clinic Manager or a senior member of staff

What Happens Next?

1. Acknowledgement:
   We will acknowledge your complaint within 3 working days of receiving it.
2. Investigation:
   Your complaint will be reviewed by a senior team member who was not directly involved in your care.
3. Response:
   We aim to provide a full written response within 20 working days. If this is not possible, we will update you with a revised timeline.

Please Note:

• Complaints should be made within 6 months of the incident or of becoming aware of the issue.

We value your voice

Whether it’s praise, a suggestion, or a concern—you’re helping us grow and serve you better..