Client Complaints Policy & Procedure
Our commitment to you
Our clinic is committed to providing safe, professional and high-quality aesthetic, laser, skin and beauty treatments, together with excellent customer care.
We value feedback from our clients and take all complaints seriously. Complaints provide an opportunity for us to review our services, address concerns and make improvements where appropriate.
We will handle all complaints fairly, confidentially, and promptly.
Making a Complaint
If you are dissatisfied with any aspect of our service or treatment, we encourage you to raise your concerns with us as soon as possible.
Complaints should normally be submitted within 30 days of the treatment or procedure, or within 30 days of becoming aware of the issue.
Complaints received outside this timeframe may still be considered at the discretion of the Clinic Director where there are exceptional circumstances.
Complaints can be made:
- In person
- By telephone
- By email
Please address all complaints to:
Jennifer Farrelly
Clinic Director
C/O 73 Main St, Frodsham WA6 7DF
Our Complaints Process
Stage 1 – Acknowledgement
We will acknowledge receipt of your complaint within 3 working days.
We will confirm that your complaint has been received and, where appropriate, explain the next steps.
Stage 2 – Investigation
Your complaint will be investigated by the Clinic Director.
Depending on the nature of the complaint, the investigation may include:
- Reviewing consultation records
- Reviewing consent forms
- Reviewing treatment notes and photographs, where applicable
- Speaking with the practitioner or staff member involved
- Requesting additional information from you where necessary
Where appropriate, you may be invited to attend a review appointment so that your concerns can be assessed.
Stage 3 – Outcome
We aim to provide a written response within
14 working days.
If we require additional time to complete the investigation, we will explain the reason for the delay and provide you with an updated timescale.
Depending on the circumstances, the outcome may include:
- An explanation of our findings
- An apology where appropriate
- Further aftercare or a review appointment
- Corrective treatment where clinically appropriate
- Changes to clinic procedures
- Additional staff training where required
Complaints Relating to Clinical Treatment
Where a complaint relates to treatment carried out by the Clinic Director or another practitioner, client safety will always be our priority.
The complaint will be assessed appropriately and, where necessary, a clinical review appointment may be offered.
If a complaint involves or suggests:
- Possible negligence
- A significant adverse event
- A request for financial compensation
- A potential legal claim
- A matter that may require notification under our professional indemnity insurance
the matter may be referred to our professional indemnity insurer before any admission of liability or agreement relating to compensation is made.
The clinic reserves the right to obtain independent professional advice where necessary.
No practitioner or member of staff will admit liability or agree compensation without appropriate authorisation from the clinic and, where applicable, the clinic's professional indemnity insurer.
Complaints About Staff
Where a complaint concerns a member of staff, the matter will be investigated fairly, objectively and confidentially.
The staff member involved will have an appropriate opportunity to provide their account before any decision is made.
Where appropriate, the outcome may include:
- Additional training
- Increased supervision
- Changes to procedures
- Formal disciplinary action in accordance with the clinic's employment policies
Confidentiality
All complaints will be treated confidentially.
Information relating to a complaint will only be shared with individuals directly involved in investigating or resolving the matter, or where disclosure is required by law or by our professional indemnity insurer.
Personal information will be handled in accordance with applicable UK data protection legislation, including the UK GDPR and Data Protection Act 2018.
Record Keeping
The clinic will maintain a confidential complaints record.
Records may include:
- Date the complaint was received
- Client name
- Nature of the complaint
- Investigation undertaken
- Outcome
- Actions taken
- Date the complaint was closed
Complaint records will be stored securely and retained in accordance with the clinic's Data Retention Policy and applicable data protection requirements.
Learning & Continuous Improvement
We use complaints and client feedback as an opportunity to improve our services.
Complaints will be reviewed periodically to identify any recurring issues, trends or opportunities for improvement.
Where appropriate, we may update:
- Clinic policies and procedures
- Treatment protocols
- Staff training
- Customer care processes
- Health and safety procedures
Our aim is to continually improve the quality, safety and experience we provide to our clients.
Your Legal Rights
This complaints procedure is intended to provide a clear and fair way of resolving concerns directly with the clinic.
It does not affect any statutory or legal rights you may have.
If you have a concern, we encourage you to contact us in the first instance so that we have the opportunity to investigate and resolve the matter appropriately.
