This is a summary of our Complaints Policy. You can request our Complaints Policy at any time from complaints@kalosclinic.com or from any member of staff.
How to make an informal complaint
If you have a minor criticism, misgiving or concern, please let us know as it happens and we will attempt to resolve it immediately to your satisfaction.
How to make a formal complaint
If the above does not resolve your concern please email complaints@cadoganclinic.com to make a complaint, detailing the reason(s) for your dissatisfaction.
You will receive a written acknowledgement within 2 working days of receipt of your complaint, unless a full reply can be sent within 5 working days.
You will receive a full response within 20 working days of receipt of the complaint. Where the investigation is still in progress, we will email you explaining the reason for the delay to you and a full response will be sent within 5 working days of a conclusion being reached.
What if I am still not satisfied with the response to my complaint?
At Kalos Clinic we want to make every effort to ensure your complaint is fully resolved. If you are not satisfied with the written answer then please detail the reasons you are not satisfied to complaints@kalosclinic.com with the email subject “Complaints Appeal” or write to “Complaint Appeal, Kalos Clinic,85 Great Portland Street W1W 7LT.
The Clinic Director will consider your complaint in detail and if relevant will discuss it with a specialist in the field of your complaint. We may invite you to a meeting, where you can be accompanied by a friend or colleague
The Clinic Director should then, within 20 working days, either offer to implement an alternative resolution or agree with the initial response