Proud Winner of Best Clinic UK at the 2024
Laurel Wreath for AwardsAesthetics Medicine AwardsLaurel Wreath for Awards

Patient Feedback And Complaints

Complaints

If you are dissatisfied in any way with your experience at the Cadogan Clinic, we welcome your comments and promise to address them in a prompt, honest and thorough manner. 

  • If your complaint is about your experience at the Clinic, please email complaints@cadoganclinic.com with as much detail as you can or click here for our Complaints Guide for Patients.
  • If you complaint is about the outcome of your procedure and you are enquiring about having further surgery please email secondsurgery@cadoganclinic.com  -  we will need you to see your surgeon first and we will organise that here for you
  • If you would like to contact an independent organisation with a concern about our services, please contact the Independent Sector Complaints Adjudication Service (ISCAS) at info@iscas.org.uk. The ISCAS patient guide can be found here.

Improvements made due to your suggestions

We very much appreciate your feedback. As a result of your comments, we make improvements to our services each week. Recent improvements that you asked for and we have implemented include:

  • Offering online patient appointments so you can book without hassle
  • Increasing staff numbers in our telephone team, and engaging 24/7 back-up operators to ensure we can always take your call
  • Opening later on weekdays to fit in with your working lives
  • Offering a full service on Saturdays including general anaesthetic operations
  • Offering alternative post-operative nutrition options and a more varied range of reception refreshments
  • Making more information about our service on our website – including terms and conditions, live patient feedback and data private information

What if I am still not satisfied with the response to my complaint?

The Cadogan Clinic wants to make every effort to ensure your complaint is fully resolved. In the first instance we would like to offer you the following:  Invitation to a further meeting with our Complaints Manager and where relevant a Specialist in the field of your complaint. You can be accompanied by a friend or colleague.

Can I Complain to The Independent Parliamentary Ombudsman?

Unfortunately, by law the Independent Parliamentary Ombudsman cannot look into complaints about privately funded healthcare services, however The Cadogan Clinic wants to make every effort to reach a mutually agreeable resolution to your complaint

Further Advice

Further advice on progressing your complaint can be found from the following organisations, however, they cannot investigate your complaint.

Patients Association

A national health care charity that highlights patients' concerns and needs. It provides advice aimed at helping people to get the best out of their health care and tells you where you can get more information and advice. Contact the Patients Association's helpline on 0845 608 4455 or visit www.patients-association.org.uk.

Citizens Advice

Citizens Advice provides free, confidential and independent advice from over 3,000 locations, including in their bureaux, GP surgeries, hospitals, colleges, prisons and courts. Advice is available face-to-face and by phone. Most of their bureaux offer home visits and some also provide email advice. To find out more, visit www.citizensadvice.org.uk.

The Healthwatch Network

Healthwatch is the independent consumer champion for health and social care in England. It's responsible for supporting people with their health and social care concerns and for passing on your thoughts and concerns to local health and social care organisations. Healthwatch does not investigate individual cases or complaints but will be able to point you in the direction of organisations that can help you. You can find your nearest Healthwatch by visiting the website at www.healthwatch.co.uk or phoning 03000 683 000.

Raising the Matter with the Care Quality Commission

Please be aware that we the CQC does not settle individual complaints. The only exception to this is complaints people whose rights are restricted under the Mental Health Act (or their representatives) make about the way staff have used their powers under the Act.

Should you wish to tell the CQC about your complain contact the CQC

Telephone: 03000 616161
Email: enquiries@cqc.org.uk
Website: www.cqc.org.uk



Trustpilot

Laurel Wreath for Awards

2024

Aesthetics Awards

Best Clinic London

Laurel Wreath for Awards
Laurel Wreath for Awards

2023

Aesthetic Awards

Highly Commended Best Clinic in London

Laurel Wreath for Awards
Laurel Wreath for Awards

2021

Aesthetics Awards

Highly Commended

Laurel Wreath for Awards
Laurel Wreath for Awards

2021

My Face My Body

Best Clinic Winner

Laurel Wreath for Awards
Laurel Wreath for Awards

2020

My Face My Body

Best Clinic Winner

Laurel Wreath for Awards
Laurel Wreath for Awards

2019

My Face My Body

Winner

Laurel Wreath for Awards
Laurel Wreath for Awards

2018

My Face My Body

Highly Commended

Laurel Wreath for Awards
Laurel Wreath for Awards

2018

Aesthetics Awards

Highly Commended

Laurel Wreath for Awards

0207 901 8500

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