Complaints procedure

Tell any member of staff during your visit, ask someone you trust to speak for you, write to the Registered Manager at The Mews, 38 Cathedral Road, Cardiff CF11 9LL, or email the shared administration team at info@ironoxclinic.com with “HBOT complaint” in the subject.

Include what happened, when, who was involved if known, how it affected you and what resolution would help. You may complain in Welsh or English and request a different accessible format or communication support.

1. We acknowledge the concern and identify who will handle it.
2. We offer a conversation where useful, clarify the issues and tell you the expected timetable.
3. We review relevant records and speak with the people involved. A complaint about a practitioner using practising privileges is routed through the appropriate clinical and professional process.
4. We provide a written outcome explaining findings, actions and any next review step. If more time is needed, we explain why and give an updated date.

You can ask for a written copy of this procedure at any time.

Immediate safety concerns are escalated at once. Information is shared only as needed to review the concern, safeguard people, meet candour duties or report to an appropriate authority. Employment disputes, another provider’s care, Stripe account decisions and matters already in legal proceedings may require a different route; we will explain where we can.

Healthcare Inspectorate Wales regulates independent healthcare services and accepts feedback that informs its inspection work. HIW is at Welsh Government, Rhydycar Business Park, Merthyr Tydfil CF48 1UZ; telephone 0300 062 8163; email hiw@gov.wales. HIW does not replace the provider’s process or adjudicate every individual dispute.

Independent advocacy options depend on the service and funding route. Ask us to identify appropriate support, or contact Llais for information about health and social care advocacy in Wales.

This procedure is not an emergency service. Call 999 for a medical emergency. Concerns solely about personal-data handling may also be raised with the Information Commissioner’s Office.