Complaints Guidance

Dr. Hawkes sees a large number of patients each year and is constantly committed to improving the experience and care for all of her patients. An important part of this is to gather feedback from her patients, both positive and negative. We therefore welcome all forms of feedback and value any concerns or complaints which you may have.

If you are unhappy or dissatisfied in any way about your experience, we welcome your comments or feedback, and promise to address them promptly, honestly and thoroughly. Please email admin@drelizabethhawkes.comwith as much detail as you can. The best way for us to resolve any issue is for you to report it as close to the time of occurrence as you can. It is important to note that letting us know your feedback or comments will not affect your care in any way.

You can raise your concerns verbally with our secretary or Dr. Hawkes, and they will do the best to resolve the matter as soon as possible.

If you wish to make a more serious complaint, please email admin@drelizabethhawkes.com, with the word ‘complaint’ in the subject of the email.

You will receive a written acknowledgement within 2 working days of receipt of the complaint.

You will then receive a full response within 20 working days of receipt of the complaint. If, for any reason, the investigation takes longer than this time period, you will receive an email explaining the reason for the delay and an expected time frame for the investigation to be completed. Following completion, you will receive a full response within 5 working days.

If you are not satisfied with the investigation and response to your complaint, then please respond by email to admin@drelizabethhawkes.com. You can also write to us at the following address; “Complaint Appeal, Dr. Elizabeth Hawkes, Cadogan Clinic, 120 Sloane Street, SW1X 9BW”.

At this stage, your complaint will be further investigated and we will most likely invite you for a meeting to discuss things further. You can be accompanied by a colleague or friend.

If, following the further investigation, you remain dissatisfied, we can arrange for an independent adjudication process.