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Complaints (Scotland)

COMPLAINTS POLICY

HOW WE WILL DEAL WITH YOUR COMPLAINT

H.I.S Registered.

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:

VIA EMAIL

welcome@cavendishclinic.co.uk

VIA THE POST

To the Director,

Ace Financial Management Ltd Concord House, 41 Overy Street, Dartford, England, DA1 1UP

Once we have received your complaint, it will be dealt with in accordance with the following 3-step procedure.

STAGE 1

You will receive an acknowledgment within two working days of receiving your complaint. If we are unclear about any aspect of the issues you have raised with us, we may ask you for additional information or clarification 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 send you a full reply within 20 working days. You may respond in writing to the reply.

STAGE 3

If you are dissatisfied with this response, you can write your complaint to the Chief Executive Officer. All aspects of the complaint will be reviewed, and a response will be sent to you within 15 working days. If you remain unhappy with the final response, your next step is 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 as soon as possible with a revised timescale.

You have the right to an independent external adjudication at any stage during the complaints process. Healthcare Improvement Scotland’s contact details are below:

H.I.S REGISTERED

Healthcare Improvement Scotland:

Telephone: 0131 623 4342

Email: his.ihcregulation@nhs.scot

DUTY OF CANDOUR REPORT

1. Cavendish Clinic Edinburgh provides aesthetic treatments and services to service users aged 18 and above 25+ for injectables.

We service adults from 9am- 8pm Mon – Thurs,

9am – 6pm Fri and Sat and 10am-6pm Sun.

We are a limited company providing services from John Lewis Partners Edinburgh.

2. How many incidents happened to which the duty of candor applies?

In the last year, there have been 0 incidents to which the duty of candor applied. These are where the types of unintended or unexpected incidents have happened and do not relate directly to the natural course of someone’s illness or underlying condition.

Types of Unexpected or Unintended Incident Number of Instances:

– A person has died. 

– A person has a loss of bodily, sensory, motor, physiological, or intellectual function permanently.

– A person’s treatment has increased as a result of harm. 

– A person’s body structure has changed as a result of harm. 

– A person’s life expectancy becomes shorter as a result of harm.

– A person’s sensory, motor, or intellectual function is impaired for 28 days.

– A person experienced pain or psychological harm for 28 days or more.

– A person needs health treatment to prevent them from dying.

– A person needing health treatment to prevent other injuries. 

3. To what extent did Cavendish Clinic Edinburgh follow the duty of candour procedure? N/A.

4. Information About Our Policies and Procedures:

All new staff learn about duty of candour during their induction and annual mandatory training.

Where an incident triggers the duty of candour, our staff report it to the Clinic Manager, who is responsible for ensuring that the duty of candour procedure is followed.

The Clinic Manager records the incident and reports as necessary. When an incident has happened, the Clinic Manager will log the incident and take appropriate action with all relevant parties. This allows everyone involved to review what happened and identify changes for the future. These changes would then be reflected by updating the policies and procedures.

5. What has changed as a result? N/A.

6. Other Information:

The duty of candour has reminded us that people who use the service have a right to know when things go wrong. We have a copy displayed in the Clinic waiting room and on our Company website.

Our Surgical Services

Explore our comprehensive range of surgical procedures designed to help you achieve your aesthetic and health goals.

Breast Augmentation

Enhance breast size and shape using implants or fat transfer.

Breast Reduction

Reduces breast size and weight to create a more balanced, comfortable shape.

Breast lift (mastopexy)

Restore a firmer, more youthful breast shape by removing excess skin.

Tummy Tuck (abdominoplasty)

Remove loose skin and fat while tightening weakened abdominal muscles.

Mommy Makeover

Combination of procedures (often breast surgery, tummy tuck and liposuction) designed to restore bodyshape and confidence.

Liposuction

Remove stubborn fat deposits resistant to diet and exercise, refining body contours for a slimmer, more proportionate look.

Labiaplasty

Reshapes and reduces the labia for improved comfort, confidence, and aesthetic balance.

Face and Neck Lift

Tightens sagging skin and underlying tissues to smooth lines, lift jowls, and rejuvenate the lower face and neck.

Blepharoplasty

Removes excess skin and fat from the eyelids to restore a fresher, more youthful appearance.

Gynaecomastia

Removes excess breast tissue in men to create a flatter, firmer, and more masculine chest shape.

Arm lift (brachioplasty)

Remove excess skin from the upper or lower arms for a more toned look.

Lower body lift

Reshape the abdomen, buttocks, and/ or thighs for a smoother, lifted appearance.

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Real Patients, Real Results

Explore our Real Patients, Real Transformations gallery to see how our surgeons deliver natural, balanced results from subtle enhancements to life-changing outcomes. Our before-and-after images reflect the skill and precision of our surgeons across a wide range of procedures.

Meet Our Surgical Team

At Cavendish Clinic, your care is led by a team of consultant plastic surgeons and medical specialists with decades of experience, many of whom have held senior positions at world-renowned hospitals including Guy’s and St Thomas’, London Bridge Hospital and Harley Street Hospitals.

From your first consultation, we take the time to understand your concerns, goals, and personal journey.

This allows us to recommend the most suitable options and create a treatment plan tailored entirely to you.

We believe lasting results come from more than surgical expertise alone. By combining precision with a commitment to long-term care, we ensure you feel informed, supported, and confident at every stage of your journey with us.

Meet Our Surgical Team
Mr Matt James

Mr Matt James

Consultant Plastic Surgeon

Mr Jamil Shaikh

Mr Jamil Shaikh

Consultant Plastic & Reconstructive Surgeon

Mr Mark Ho-Asjoe

Mr Mark Ho-Asjoe

Consultant Plastic Surgeon

Mr Log Murugesan

Mr Log Murugesan

Surgeon, Consultant Plastic and Reconstructive Surgeon

Get In Touch

Ready to start your journey? Contact us today to schedule a consultation with our expert surgeons.

FAQs

We offer a comprehensive range of treatments including facial fillers, CoolSculpting®, non-surgical rhinoplasty, advanced skin treatments, and body contouring. Our services are designed to enhance your natural beauty with the latest technology and techniques.

Booking a consultation is simple. You can either call our clinic directly or use our online booking system to schedule an appointment. We offer complimentary consultations to assess your needs and create a personalized treatment plan.

Yes, all our treatments are performed by highly qualified and experienced specialists. We use state-of-the-art technology and adhere to the strictest safety and hygiene standards to ensure a safe and effective experience.

The time to see results varies depending on the treatment. For example, with facial fillers, results can be visible immediately, while CoolSculpting® may take a few weeks to show full effects. Your specialist will provide a timeline during your consultation.

Yes, we offer flexible payment plans and financing options to make our treatments more accessible. During your consultation, our team will discuss the available options and help you choose the best plan for your needs.