Listening to You

Listening To You

Complaints & Compliments

We would really appreciate receiving comments and feedback so that we can con nue to give our TwinsUK members the best possible experience. You can do so in a number of ways…

Call us on

0207 848 4444

Email us

twinsuk@kcl.ac.uk

Make a Formal Complaint

If you are unhappy or concerned about any service provided by us or a related department, please contact us as soon as possible so that we can look into the matter and make improvements where applicable.

Please note if you are harmed by taking part in any research project, there are no special compensation arrangements. If you are harmed due to someone’s negligence, then you may have grounds for a legal action but you may have to pay for this.

If your complaint is not resolved and you wish to escalate the complaint, you can do this by writing to Clinical Director of TwinsUK Professor Claire Steves, using the department address above. You can also make a complaint through the Guy’s and St Thomas’ Patients Advice and Liaison Service (PALS) on 020 7188 8801, pals@gstt.nhs.uk. The PALS team are based in the main entrance on the ground floor at St Thomas’ Hospital andon the ground floor at Guy’s Hospital in the Tower Wing.

Writing a Complaint

Please provide us with as much information as possible, and as soon as possible after the event.

Please include, where applicable:

  • Date event took place.
  • An approximate time.
  • Details of any personnel involved.
  • Clear and concise description of the problem (If you are raising more than one concern please number each point so we can answer each concern).

Please supply your name and contact details and study number (if known) so that we can get back to you.

Time Frame for Responding

  • We will acknowledge the complaint within 5 working days.
  • We will investigate the nature of the complaint and report back the outcome of our investigation within 21 days.
  • If the complaint is complex requiring further investigation, we will agree a time frame with you.

Outcome

If you are dissatisfied with the outcome you can contact the Head of Division for Genetics & Molecular Medicine at Kings College London.