CityDoc Complaints Procedure

We want your experience at our clinic to meet your expectations and we value your comments and feedback – whether these are of a negative or positive nature.

If you have had a bad experience with us, please tell us. We will investigate your experience fully and share the information and feedback with our staff and with you. We strive to improve the services we offer and to give our staff the training required.

Equally, if you have a good experience with us, please tell us. It is always good to know that our patients and customers are pleased with the service provided.

How to complain/comment

You can speak to a member of staff during your visit, or alternatively you can email your complaints/comments to [email protected]. Your complaint/comment will be acknowledged by a manager within three working days. Following a full investigation with all relevant departments, a formal response will be supplied within 30 working days.

We thank you in advance for passing on any feedback, as this always helps us to improve our clinical and customer service.

Returns and cancellations

When you email requesting a refund, please include your digital receipt for your payment as it will allow us to process the refund payment faster.

Please note that we will charge a £30 administration fee for every return.

Cancelled orders:

We are unable to cancel your order after it is placed online. The kit will need to be returned for a refund to be processed.


If your order is no longer required, please kindly return it to the address below using the envelope and postage sticker provided.

You will need to black out the current address and replace it with the below. The parcel must be posted via priority postal box. Please ensure your name is included on the package.

Attn: Orders (return)
133 Creek Road

Once the kit has been received, it can take up to 7 -10 working days for the refund to be processed. Your patience during this busy time is very much appreciated.

Booking Reservation Fee:

You must inform of us of the booking cancellation at least 72 hours before the appointment time. If the cancellation occurs within 72 hours, the reservation fee will not be processed.

CityDoc Medical Ltd.

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Call us on:
020 3794 6697
Phone lines: Monday to Saturday

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