Patient Complaints
Information

Last updated: 9 September 2026

Medical Weight Care strives to provide the best possible service for our patients. However, we recognise that sometimes you may feel that we have not met your needs.

If you have a complaint or concern about the service you have received at Medical Weight Care, you are entitled to ask for an explanation. We take all complaints and comments seriously and look upon them as opportunities to learn, adapt, improve and provide better services. Making a complaint is a reasonable thing to do, and it will not affect the care you receive.

We operate an in-house complaints procedure to deal with your complaint. This procedure does not deal with matters of legal liability or compensation.

Our promise to you

Our promise to you is that we will:

listen to your complaint or concern;
respond by establishing a clear, appropriate plan of action, and provide you with relevant support and advice;
improve our service however we can.

How to make your complaint

We hope that we can resolve your problem easily and promptly, often at the time the problem arises and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to do so as soon as possible. This will enable us to establish what happened more easily.

Please make your complaint in writing to me, Dr Kavadas, the Medical Director. If you would rather speak to me first, that is fine — call and we will talk it through.

You can reach us:

By email: info@medicalweightcare.co.uk
By post: Medical Weight Care, First Floor (above Oxfam), 75a High Street, Yarm, TS15 9BG
By telephone: 07745 520201, Monday to Friday, 9am to 6pm

Please be assured that any complaint you make, written or verbal, will be treated in strict confidence and will have no effect upon the level of treatment and care that you receive at the clinic.

If you would prefer a family member, friend or advocate to make the complaint on your behalf, they may do so and we will work with them, and with you, to resolve the problem. However, whilst we can receive a complaint on your behalf, we cannot provide any medical information to a third party without your authority. To discuss or provide confidential information we would require a note signed and dated by you.

If your complaint is of a nature you feel unable to discuss with me directly, I will appoint an independent external colleague to lead the investigation. This is a single-doctor practice, so I recognise that the person a complaint is about may also be the person who would otherwise look into it. That is why this route exists, and you are entitled to ask for it from the outset — you do not need to give a reason.

What happens next?

Your complaint will be acknowledged within two working days of receiving it. This may well be a phone call from me to you (or your advocate) to make sure we fully understand your complaint.

We aim to make a full response to you within the next 21 working days. During that time we will conduct an investigation to find out what has happened and whether there is any action that can be taken to put things right. If at the end of those 21 days we are still conducting our investigations, we will notify you of the position and keep you fully informed until our investigations have been concluded.

As a result of the practice investigation we will:

make sure you receive an apology;
find out what has happened and what went wrong;
make it possible for you to discuss the problem with those concerned, if you would like this;
keep you informed of our progress;
identify what we can do to make sure that problem does not happen again.

This applies to any aspect of your treatment or of the service around it — clinical care, prescribing, appointments, communication, billing or administration.

Getting further help with your complaint

We hope that, through our practice complaints procedure, we can resolve your problem satisfactorily. We believe that this will give us the best chance to put the matter right with you, and the opportunity to improve our services for all our patients. If an internal resolution cannot be achieved, I will seek an external clinical colleague and / or an adjudication service.

You may also contact the Care Quality Commission, if you feel that your complaint is not being dealt with in a satisfactory manner, on 03000 616161 (Monday to Friday, 8.30am to 5.30pm, excluding bank holidays), or through cqc.org.uk.

Our clinics

Yarm: First Floor (above Oxfam), 75a High Street, Yarm, TS15 9BG
Harrogate: Room 4.07, Windsor House, Cornwall Road, Harrogate HG1 2PW, within HGFace

About us

Medical Weight Care is a trading name of Medical Weight Care Ltd, company number 14337133, registered in England and Wales. Registered office: Suite 4.07, Windsor House, Cornwall Road, Harrogate HG1 2PW.

Medical Weight Care Ltd is regulated by the Care Quality Commission. Our sole clinician is Dr Vas Kavadas, GMC 4298348.

Thank you

Dr Vassiliki Kavadas Medical Director