Q How do I make a complaint?

A Cavendish Imaging is committed to delivering a high-quality service and endeavours to provide you with excellent personal and professional care at all times. However, there may be times when your expectations are not met and you are not satisfied with the service you have received.

Our complaints procedure ensures that we respond to your concerns considerately, quickly and as effectively as possible. All comments and complaints are taken seriously, regardless of their nature.

Verbal Complaints – Every effort will be made to resolve your complaint while you are still at the clinic. However, if your concerns are not resolved to your satisfaction then help will be given on making a written complaint.

Written Complaints – All written complaints should be addressed to the Patient Care Manager or Registered Service Manager, via email to [email protected] or by post to 109 Harley Street, London, W1G 6AN and the letter should include:

  • Who or what has caused you concern
  • Where and when the event took place
  • What action, if any, has already been taken
  • What result you would like from your complaint.

We will then acknowledge receipt of your letter within 3 working days.

We will investigate the complaint and will write to you with the outcome within 28 days. If the investigation is still in progress, a letter will be sent explaining the reason for the delay regularly, at the very minimum of every 10 days.

If you have a genuine concern about the service or any health professional working with the service you can raise your concerns with the Care Quality Commission.

You can contact CQC by visiting, or calling 3000 616161, or in writing by post to the CQC National Customer Service Centre, City Gate, Gallowgate, Newcastle-Upon-Tyne, NE1 4PA.