Complaints & Disputes

We strive for excellence in care

We pride ourselves on offering an extensive program of recovery. It shows in everything we do: from our very experienced staff and comfortable surroundings, to the level of aftercare and recovery coaching you are offered upon your departure from us. We do understand, however, that there can always be things you are not happy about.

If you have a complaint or dispute, we encourage you to contact us directly first so we can try to resolve the issue together. Our team takes every concern seriously and will respond within five working days.

How to file a complaint

1. Send us a written description of your complaint by email or post, including your name, contact details and the dates the situation took place.
2. We will confirm receipt within two working days and arrange a follow-up conversation with our Clinical Director.
3. If we cannot resolve the matter together, you can escalate the complaint to our independent disputes committee.

Independent disputes

Hillhouse Clinics is registered with an external complaints and disputes body. If we are unable to reach a satisfactory resolution together, you have the right to submit your case to this independent organisation for further review.