Skip to content

How to make a formal comment or a formal complaint?

We are committed to maintaining the highest standards of patient care and make every effort to ensure that your experience with the London Lung Laboratory is to your complete satisfaction. However, if you feel that there is something that we need to improve then please inform us. We review all comments that you make and will use that information to make any necessary improvements to our services and facilities.

We take all comments and complaints about the quality of our services seriously. We will provide a speedy response and a full and fair investigation of your complaint, respecting your right to confidentiality. At the London Lung Laboratory, we have established a three stage complaints procedure as outlined below to ensure that all complaints are investigated thoroughly and impartially, giving you a clear explanation of our investigation and the conclusions of such investigation.

Three Stage Complaints Procedure: 

Stage One – Local Resolution

State your complaint by email, letter or by telephone. The complaint should be addressed to Mrs Yamini Vyas, the Manager of the London Lung Laboratory. The contact details can be found here. A response will be provided to you within five working days.

Stage Two – Internal Review

If you are not satisfied with the response provided during Stage One of the complaints procedure, then you can ask for your complaint to be reviewed by the Director of the London Lung Laboratory. Details on how to contact the Director of the London Lung Laboratory will be provided with the response that you receive during Stage One of the process outlined above. 

The Director of the London Lung Laboratory will undertake an independent review of the handling of your complaint, including a review of any documentation. You will receive a response within ten working days.

Stage Three – Independent External Adjudication

We will do everything we can to resolve your complaint to your satisfaction. If you are not satisfied with the responses provided during stages one and two of the complaints procedure detailed above, then as a final resort, you have the right to take your complaint to independent external adjudication.

Independent external adjudication is an independent review process carried out by the Independent Sector Complaints Adjudication Service (ISCAS). The process for taking your complaint to independent external adjudication will be explained to you by the Director of the London Lung Laboratory.

While the Care Quality Commission (CQC), cannot investigate your complaint, you can share your experience with them by writing to:

Care Quality Commission, Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA

Tel: 03000 616161

Email: [email protected]