Leading Chinese Medicine in London

Got questions? You’re not alone. We’ve gathered answers to the most common things people ask us—about acupuncture, fertility treatments, Chinese herbs, and more.

If you can’t find what you’re looking for or would prefer to speak to someone, we’re just a call or message away.

 You can also contact our online customer service team directly. Our professional team is available Monday to Saturday, 10 AM – 6 PM, and we respond promptly during working hours.

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At Ginsen, we are committed to providing every patient with the highest level of care, respect, and support. We continuously strive to improve our services and greatly value any compliments, comments, concerns, or complaints you may wish to share with us.

We encourage you to raise any issues as soon as they arise so that we can respond quickly and work towards resolving them without delay. If you have a concern, you can speak directly to any member of your care team. Alternatively, if you would prefer, you may request to speak with a senior manager from the relevant department. Our senior team will make every effort to address your concern as promptly as possible.

If the senior management team is unable to resolve your concern and you wish to escalate the matter to a formal complaint, please be aware that responses to formal complaints can take up to 30 working days.

Complaint Contact Details

We will acknowledge all complaints within 10 working days and aim to provide a full written response within 30 working days of receipt. If we do not hear from you within this timeframe, we will consider the matter resolved.