Complains Policy

COVID-19 TESTING

Get yoursel tested for COVID-19 and obtain your Fit and Fly Certificate

How can we help?

Select a doctor and schedule an
appointment. 

Search our locations to find the
one nearest you. 

Call 020 7223 5114 or click to request an appointment and our staff will help you. 

The Tooting and Clapham Medical Center understands that complaints can be a useful source of information about the patient’s perspective on our services and can be used as a resource for professional development (see Clinical Audit Policy).

Employees should be aware that complaints are often resolved by giving the complainant an opportunity to voice his complaint and obtain an explanation of the issues involved. If the complainant knows they are being listened to and taken seriously, they will often respond in a more positive way.

Any patient who wishes to make a complaint is taken to the private area and given time to fully investigate it. If the complainant is not a patient, written consent must be given by the patient on whose behalf the complaint is submitted.

When a complaint is made, the supervisor records the relevant information on the complaint form, which is then signed by the patient.

The patient is made clear that the matter will be investigated and a report or confirmation will be provided within two working days. The complaint form is immediately directed to the practice management.

Depending on the nature of the complaint, management will use its best endeavors to resolve the complaint as far as possible to the satisfaction of the patient.

The patient is informed about the result in writing. In case of minor matters, the patient can be informed by phone. If you are unhappy with any aspect of the Services provided by Us or by a consultant please refer to our Complaints Policy 

We may update and change our site from time to time to reflect changes to our products, our users’ needs and our business priorities.

Our site is made available free of charge. We do not guarantee that our site, or any content on it, will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of our site for business and operational reasons. You are also responsible for ensuring that all persons who access our site through your internet connection are aware of these terms of use and other applicable terms and conditions, and that they comply with them.

We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.

We are the owner or the licensee of all intellectual property rights in our site, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved. You may print off one copy, and may download extracts, of any page(s) from our site for your personal use and you may draw the attention of others within your organisation to content posted on our site.

The content on our site is provided for general information only. It is not intended to amount to advice on which you should rely. You must obtain professional or specialist advice before taking, or refraining from, any action on the basis of the content on our site.

Although we make reasonable efforts to update the information on our site, we make no representations, warranties or guarantees, whether express or implied, that the content on our site is accurate, complete or up to da

This website may include information and materials uploaded by other users of the site, including to bulletin boards and chat rooms. This information and these materials have not been verified or approved by us. The views expressed by other users on our site do not represent our views or values.

If you wish to complain about content uploaded by other users, please contact us on ap@swmedical.uk.

We will only use your personal information as set out in our Privacy Policy.

We do not guarantee that our site will be secure or free from bugs or viruses.

You are responsible for configuring your information technology, computer programmes and platform to access our site. You should use your own virus protection software.

You must not misuse our site by knowingly introducing viruses, trojans, worms, logic bombs or other material that is malicious or technologically harmful. You must not attempt to gain unauthorised access to our site, the server on which our site is stored or any server, computer or database connected to our site. You must not attack our site via a denial-of-service attack or a distributed denial-of service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our site will cease immediately.

In the event that any provision of these Terms and Conditions is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service.

If you are a consumer, please note that these terms of use, their subject matter and their formation, are governed by English law. You and we both agree that the courts of England and Wales will have exclusive jurisdiction. except that if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are resident of Scotland, you may also bring proceedings in Scotland.

If you are a business, these terms of use, their subject matter and their formation (and any non-contractual disputes or claims) are governed by English law. We both agree to the exclusive jurisdiction of the courts of England and Wales.