We pride ourselves in delivering excellent service, however, should you be dissatisfied and wish to raise a concern; we will endeavour to resolve your dissatisfaction in accordance with our complaint’s procedure.
If you wish to make a formal complaint against Cavendish clinic it can be made via the following ways:
Once we have received your complaint it will be dealt with in accordance with the following 3 step procedure.
Stage 1
You will be sent an acknowledgement within two working days of receipt of your complaint. If we are unclear as to any aspect of the issues you have raised with us, we may ask you for additional information or clarification in order to investigate the matter further. If we do not receive clarification within 20 working days, we will be unable to review the complaint and the case will be closed.
Stage 2
The Director will review your complaint and a full reply will be sent to you within 20 working days. You may respond in writing to the response.
Stage 3
If you are dissatisfied with this response, you can refer your complaint in writing to the Chief Executive Officer. All aspects of the complaint will be reviewed and a response sent to you within a further 15 working days. If you remain unhappy with the final response your next step would be to seek independent legal advice.
Timeframes
In some circumstances, for instance where the case is particularly complex, it may take longer to review your complaint than the timeframes indicated at any particular stage above. If we think this is likely we will write to you with a revised timescale at the earliest opportunity.
At any stage during the complaints process you have the right to an independent external adjudication. Healthcare Improvement Scotland contact details below:
