Complaints Policy - Dr Vahe Clinic

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​​Our Commitment

At Dr Vahe Clinic we aim to provide the highest standard of medical, aesthetic, longevity and wellness care in a safe, respectful and professional environment. We value patient feedback and view complaints as an opportunity to learn, improve and maintain the quality of our services.

We take all concerns seriously and will investigate them fairly, confidentially and promptly.

 

What Is a Complaint?

A complaint is any expression of dissatisfaction about the care, treatment, service, staff conduct, communication, fees, clinical outcome, or administrative processes provided by Dr Vahe Clinic.

You will never be treated differently, refused treatment, or disadvantaged in any way because you raise a concern or complaint.

 

How to Raise a Concern

Most issues can be resolved quickly if raised at the time of your visit. We encourage you to first speak with a member of the clinic team or reception staff.

 

If you wish to make a formal complaint, please contact us:

By email: info@doctorvahe.com

By post: Dr Vahe Clinic, 25 Ives Street, London SW3 2ND

Please include:

• Your full name and contact details

• Date of treatment or appointment

• Description of your concern

• What outcome you would like

 

We recommend complaints are submitted within 6 months of the event, or as soon as reasonably possible.

 

Complaint Handling Procedure

Your complaint will be handled according to our internal clinical governance procedures.

Step 1 - Acknowledgement

We will acknowledge your complaint within 3 working days of receiving it.

Step 2 - Investigation

Your complaint will be investigated by the Clinic Manager or the Responsible Clinician (Dr Vahe Karimyan). This may include reviewing medical records, treatment notes and speaking to staff members involved.

If necessary, we may contact you for additional information or clarification.

Step 3 - Response

We aim to provide a full written response within 20 working days.

If the investigation requires more time, we will inform you and provide an expected completion date.

Our response will include:

• Findings of the investigation

• Explanation of what occurred

• Apology where appropriate

• Actions taken to prevent recurrence

• Any proposed resolution

 

Confidentiality

All complaints are handled confidentially and in accordance with the UK GDPR and Data Protection Act 2018. Your medical records will not be shared outside the clinic without your consent unless legally required.

 

Independent Escalation

If you remain dissatisfied after receiving our final response, you may escalate your complaint to the relevant external organisation.

Care Quality Commission (CQC)

The CQC does not investigate individual complaints but collects information about service quality.Website: https://www.cqc.org.uk

Telephone: 03000 616161

 

Independent Healthcare Sector Complaints Adjudication Service (ISCAS)

Dr Vahe Clinic will cooperate with recognised independent complaint review bodies where applicable.

 

Refunds and Treatment Outcomes

Medicine and aesthetic treatments cannot guarantee specific clinical outcomes.

Dissatisfaction with aesthetic results does not automatically indicate negligent care.Refunds are not normally provided for completed medical treatments. However, corrective treatment, review appointments, or alternative solutions may be offered at the clinician’s discretion where appropriate.

 

Continuous Improvement

All complaints are recorded as part of our clinical governance and quality assurance process. We review feedback regularly to improve patient safety, communication and service quality.