OMC Complaints Procedure

The Online Menopause Centre (OMC’s) Complaints Procedure

Information for patients

The Online Menopause Centre is committed to providing a high-quality online independent healthcare service. It is recognised that there may be occasions when patients may wish to complain about some aspect of the service. If you feel you wish to discuss an issue, or indeed make a complaint, we would kindly ask that you bring this to the attention of a member of staff as soon as possible. This complaints procedure ensures that your complaint will be dealt with as quickly as possible.

Verbal Complaints

If you wish to speak to someone about an aspect of the Online Menopause Centre healthcare service, please speak to a member of staff as soon as possible, preferably during, or after, your online consultation. You will be invited to put your concerns in writing and every effort will be made to resolve your complaint as quickly as possible.

Written Complaints

All written complaints should be addressed to the Practice Manager, Mary Mohun, and emailed to: Please describe as fully as you can the nature of your complaint stating:

  • what you are unhappy about
  • when the incident took place, and
  • what staff were present at the time.

Your complaint will be acknowledged in writing within 3 working days. A full investigation will be carried out and we will contact you in order to discuss and resolve the issue/s. You will receive a full written response within 20 working days of the complaint being received. If a full response cannot be given within 20 working days, we will write to you to explain the reason for the delay. You will receive a full written response within 5 days of a conclusion being reached.

Escalating your complaint to the Independent Doctors Federation (IDF)

If you remain unhappy after we have responded to your complaint, you may escalate your complaint to the IDF to access an independent complaints resolution procedure. The address is:

Independent Doctors Federation (IDF) CEO

The Medical Society of London, Lettsom House

11 Chandos St


London W1G 9EB            Tel: 020 3696 4080                 Email:

Please be assured that the Online Menopause Centre (OMC) takes all complaints very seriously and following investigation, will consider making changes to the patient service.