Feedback & Complaints
Your complete satisfaction is very important to us at OutsideClinic. We do everything possible to get things right but if there is something we need to improve, please tell us.
Help us help you
To help us find your records quickly please provide us with your unique ID reference number, or alternatively, confirm your name and full address. If you’re contacting us on behalf of someone else, we may need their consent to speak with you regarding certain aspects of our care or records.
How to provide feedback
We’re always looking for ways to improve, so we welcome all feedback regarding our service, and ask that you leave any comments by
- emailing us at info@outsideclinic.com.
- calling 0800 605040
If you would like to leave us a review, then please click below.
Leave on online review
Complaints
As an ethical company we strive to offer the highest professional standards. We want you to be truly delighted with our service. If you’re not, please give us the chance to put things right by getting in contact via info@outsideclinic.com or call 01793 642200.
If your complaint is regarding Finance and you are not satisfied with our final response, or we have failed to meet the required timelines to get back to you; you may refer the matter, free of charge to the Financial Ombudsman Service. You must do this within six months of our final response letter to you. Further information can be found on the Financial Ombudsman website at: www.financial-ombudsman.org.uk under Consumer Complaints. Or you can contact them directly as follows:
Mail: Financial Ombudsman Service, Exchange Tower, London E14 9SR.
Phone: freephone 0800 023 4567 or low-cost number: 0300 123 9123 or by
Email: info@financial-ombudsman.org.uk
OutsideClinic is committed to providing an extraordinary standard of service, experienced by the patient as extraordinary care. This commitment is enshrined in our corporate values of: clinical excellence, positive impact and continuous improvement. If you ever feel that we have not lived up to our promise, please contact our CEO directly at henry.pitman@outsideclinic.com.
How we manage your enquiry
When we receive an enquiry, you can expect us to do the following:
- Listen to you thoroughly and understand how we can help you
- Be open and honest in our response
- Work together to resolve any problems, or answer any questions
- Deal with your enquiry in confidence
- Keep you updated on the progress of your enquiry and any action we intend to take
- Communicate to you in your chosen format
- Use information from your enquiry to improve our services
You say, we do
We take feedback seriously. See below how your feedback has shaped and improved our service over the years…
| You told us | I want my hearing aids sooner. |
|---|---|
| What we did | When appropriate we now post hearing aids, significantly reducing waiting periods. |
| What also did | We introduced a wider range of manufacturers to ease supply chain issues and deliver hearing aids sooner. |
| You told us | I want someone else to be there with me. |
|---|---|
| What we did | We changed our appointment confirmation letter encouraging everyone to have someone to support them on the day of the test. |
| What we did | When appropriate (and with your permission) we contact the person you want there on the day to let them know we’re on the way. |
| You told us | You wanted a more user-friendly rechargeable hearing aid that wasn’t as fiddly to insert? |
|---|---|
| What we did | We introduced a new range of custom-made rechargeable products, giving a greater range of choice. |
Book an eye test today
Please fill in the form to request a home eye test and one of our team will be in touch.
If you have any questions, please call our friendly team on 0800 60 50 40.
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