Complaints Policy
Harley Weight Loss Clinic LLC
2045 Calais Dr, Apt 5, Miami Beach, FL 33141
Our Commitment
At Harley Weight Loss Clinic, we are committed to delivering safe, professional, and compassionate care across all of our digital services. We take every concern seriously and view complaints as an important opportunity to improve the quality of care and experience we provide to every patient.
If you are unhappy with any aspect of your care or service, we want to hear from you. Raising a concern will never affect the quality of care or service you receive from us, either now or in the future.
How to Raise a Concern
If you are unhappy with any aspect of your care or service, please let us know as soon as possible so we can work to resolve the issue promptly.
You can contact us in the following ways:
Email: support@harleyweightlossclinic.com Please use the subject line: Complaint Phone: [US PHONE NUMBER] Office hours: Monday to Friday, 9:00 AM to 6:00 PM EST Mail: Harley Weight Loss Clinic LLC, 2045 Calais Dr, Apt 5, Miami Beach, FL 33141
When contacting us, please provide the following information to help us investigate your concern as efficiently as possible:
- Your full name and preferred contact details
- Your order or account reference number if applicable
- A clear description of what happened, including relevant dates and any service references
- Details of any previous correspondence relating to the matter
- The outcome you are seeking
What You Can Expect
We are committed to handling every complaint fairly, transparently, and within a reasonable timeframe. Here is what you can expect when you raise a concern with us:
1. Acknowledgement
We will confirm that we have received your complaint within 3 business days of receiving it. Our acknowledgement will include the name of the team member handling your case and an outline of the next steps.
2. Investigation
Your complaint will be reviewed thoroughly by the appropriate member of our clinical or operational team. Where a complaint relates to a pharmacy dispensing matter, it will be referred to our licensed pharmacy partner for investigation. Where a complaint relates to a clinical assessment or prescribing decision, it will be reviewed by our licensed US clinical team.
All information shared during the investigation process will be handled confidentially and in compliance with HIPAA and applicable US privacy laws.
3. Response
We aim to provide you with a full written response within 20 business days of receiving your complaint. If we require additional time to complete a thorough investigation, we will contact you to explain the reason for the delay and provide an updated timeframe. We will not leave you without a response.
4. Outcome
Our written response will outline what we found during our investigation, any actions we have taken as a result, and any measures we are putting in place to prevent the issue from recurring. Where a remedy or compensation is appropriate, this will be confirmed in our response.
Clinical Complaints
Where a complaint relates to a clinical assessment, prescribing decision, treatment recommendation, or any aspect of your medical care, it will be reviewed by our licensed US clinical team to ensure a thorough, safe, and appropriate investigation. Clinical complaints are treated with the highest level of priority.
All clinical information shared during the investigation process will be handled with full confidentiality and in compliance with HIPAA.
If your complaint relates to the actions of a specific licensed healthcare provider, we may be required to involve that provider or their licensing body in the investigation process.
Pharmacy Complaints
Where a complaint relates to the dispensing, packaging, quality, or delivery of your medication, it will be investigated in conjunction with our licensed US pharmacy partner. Our pharmacy partner is subject to oversight by the relevant state pharmacy board and is required to comply with all applicable federal and state pharmacy regulations.
If you have received a damaged or faulty product, please refer to the process outlined in our Terms of Sale and contact us within 48 hours of receipt.
Using Complaints to Improve
We treat every complaint as a genuine opportunity to learn and improve. All complaints are reviewed regularly by our management team to:
- Identify recurring issues and areas for service improvement
- Strengthen patient safety and clinical governance processes
- Enhance training and support for our clinical and operational teams
- Improve the overall experience for every patient who uses our service
Your Care Will Not Be Affected
Raising a complaint will never negatively impact the quality of care or service you receive from us, either now or in the future. We are committed to resolving all concerns without prejudice. If you require assistance to make a complaint or need this policy in an alternative format, we will be happy to accommodate you.
Timeframe for Complaints
We encourage you to raise concerns as soon as possible after the issue occurs. Complaints raised within 12 months of the issue, or within 12 months of becoming aware of it, will be reviewed as a priority. Complaints raised outside this timeframe may still be considered at our discretion, depending on the nature and circumstances of the matter.
Confidentiality and Data Protection
All complaints are handled in strict confidence and in full compliance with HIPAA and applicable US federal and Florida state privacy laws. Any personal or health information you provide during the complaints process will only be used for the purpose of investigating and resolving your concern and improving our services.
Complaints records are retained in accordance with our data retention policy and applicable legal requirements.
Confidentiality and Data Protection
All complaints are handled in strict confidence and in full compliance with HIPAA and applicable US federal and Florida state privacy laws. Any personal or health information you provide during the complaints process will only be used for the purpose of investigating and resolving your concern and improving our services.
Complaints records are retained in accordance with our data retention policy and applicable legal requirements.
Contact
If you have any questions about this Complaints Policy or would like guidance on how to raise a concern, please contact us:
Email: support@harleyweightlossclinic.com Phone: [US PHONE NUMBER] Address: Harley Weight Loss Clinic LLC, 2045 Calais Dr, Apt 5, Miami Beach, FL 33141 Office hours: Monday to Friday, 9:00 AM to 6:00 PM EST
Last updated: [DATE]