At Clinic M, we believe that great care starts with listening. During your consultation, your clinician will take the time to understand your story — how your symptoms affect your life, your medical history, and what matters most to you. A physical examination and, if needed, further tests help confirm the best way forward.

Our consultations are built on shared decision-making. This means you’re involved in every step, working with your clinician to decide what’s right for you. We’ll explain all your treatment options, even those we don’t offer here, so you can make an informed choice that fits your lifestyle, goals, and budget.

Before any treatment, you’ll review and sign a consent form — your assurance that you understand your options and are comfortable with your decision. A consultation is a conversation, not a lecture, so come prepared with your questions and concerns, and leave feeling informed, confident, and supported in making the best choice for your health.

To ensure accuracy and detail, all consultations at Clinic M are recorded. This is an important safeguard designed to protect both the patient and the clinician by preventing misinformation and ensuring clarity in communication. If you have any objection to your consultation being recorded, please inform reception prior to entering the clinic so that your preference can be respected.

If at any point you feel you don’t have all the information you need, please tell us. Your understanding and confidence are essential to us. We also welcome feedback — there’s a patient feedback box in the clinic for suggestions on how we can communicate better, and you’re encouraged to email us with your thoughts. Your feedback helps us maintain the highest standards of care and continuously improve our service.

Booking Charges and Fees

Each of our clinicians has an initial consultation fee, payable at the time of booking. Our Consultants are highly experienced specialists with demanding schedules, and their time is both valuable and in high demand. In today’s healthcare climate—where access to NHS Consultants and GPs is increasingly limited—it is costly to maintain a private service of this standard. We therefore ask all patients to respect our clinicians’ time by keeping to the appointments they make.

Please ensure that you are familiar with our cancellation and rescheduling policy. A printed copy of our full Terms & Conditions is available from reception upon request.

If you cancel your appointment with less than 72 hours’ notice, a fee of 50% of the total treatment cost will apply. Cancellations made within 48 hours of the scheduled time, or failure to attend on the day, will incur a 100% charge. Appointments rescheduled more than 72 hours in advance will not be subject to penalty fees.

Missed appointments disrupt patient care and waste valuable clinical time. Patients who fail to attend two scheduled appointments will unfortunately not be accepted for ongoing care.

We are proud to offer access to Consultant-level expertise in an independent setting, without government funding or subsidy. Your understanding and cooperation help us continue providing a professional and efficient service for all patients.

How to make a complaint

Your right to complain is important to us, and we take all concerns seriously. We are committed to reviewing all genuine complaints fairly, respectfully, and in a timely manner.

To ensure your concern is handled effectively, we ask that all complaints are submitted in accordance with our official Complaints Policy and Procedure. A simple Clinic M Complaints Guide is available — Clinic-M-Complaints-procedure-for-clients. This explains how to raise your concern, who to contact, and what to expect from our process.

Following our policy ensures your complaint is managed confidentially, thoroughly, and in line with professional and clinical standards. This allows us to investigate appropriately, respond transparently, and continually improve the care and service we provide.

Google reviews and similar public platforms are not appropriate channels for raising complaints. While we value feedback, these platforms are opinion-based and do not allow for a fair or confidential investigation of clinical or service concerns. Complaints submitted via such platforms will not be accepted or investigated under our formal complaint’s procedure. We kindly ask that all concerns are raised through the appropriate process so they can be properly reviewed.

To protect the confidentiality, privacy, and safety of both patients and our team, we ask that no individual member of staff is named in any public or online communication, including reviews or social media. This is in line with data protection obligations under UK GDPR and the Data Protection Act 2018. Any inappropriate disclosure of personal information will be taken seriously.

We welcome genuine complaints and are committed to resolving them professionally. However, we operate a zero-tolerance approach to threatening, abusive, or coercive behaviour. This includes any conduct perceived as pressuring the clinic, including demands for financial compensation linked to complaints or reviews. Such behaviour is considered inappropriate and may affect how your complaint is managed or progressed through our formal process.

Please also note that any information shared publicly that is not factual, evidence-based, or may be considered defamatory will be taken seriously and will be referred to our legal team where appropriate.