Aphrodite Aesthetics Complaint Policy

Reason for Policy

Everyone has the right to expect a positive experience and a good treatment outcome. In the event of a complaint or concern clients have the right to be listened to and treated with respect

Policy Statement and Aims

• We strive for a high standard of care and aim to provide a tailored service that meets the needs of our clients
• We welcome suggestions from service users about the safety and quality of service, treatment and care we provide
• We support a culture of openness and willingness to learn from incidents, including complaints
• We are committed to an effective and fair complaints procedure to all service users

Procedure

Aphrodite Aesthetics will encourage clients to provide feedback about the service, including complaints, concerns, suggestions and compliments whereby Aphrodite Aesthetics will attempt resolution of complaints and concerns at the point of service.

Complaints Policy

If you would like to make us aware of any concern or areas that require attention with Aphrodite Aesthetics, please let us know so we can attend to the issue promptly to provide effective resolutions. Complaints are a valuable source of feedback; they provide an audit trail and can be an early warning of failures in service. When handled well, complaints provide an opportunity to improve service and reputation.

We pride ourselves in attention to detail and unrivalled care to our service users, however if there is something that is not up to standard or you feel a service was not performed to your satisfaction please contact us:

Complaints or Grievances can be sent to:

Director – Hayley Cook

hayley@aphrodite-aesthetics.co.uk

Alternatively a letter can be sent to:

Hayley Cook

8 Ellson Close,

Ashford,

Kent. TN24 0XT

Complaint Resolution

The process of resolving a complaint will include:

• Acknowledge complaints in writing or in person within 5 working days
• An expression of regret to the client for any harm or distress suffered
• An explanation or information about what is known, consideration of the problem and the outcome the client is seeking to propose a solution that is satisfactory to the client
• All complainants are treated with respect, sensitivity and confidentiality
• All complaints are handled without prejudice or assumptions about how minor or serious they are. The emphasis is on resolving the problem
• The complainant will receive written feedback of the investigation findings within 20 working days

If the complaint is resolved, a record of improvement suggestions and / or updated risk assessment will be updated accordingly.

Complaints that are not resolved at the point of service:

• After attempting to resolve the complaint, Aphrodite Aesthetics do not feel confident in dealing with the complainant; or
• The outcome the complainant is seeking is beyond the scope of Aphrodite Aesthetics, advice will be sought from their insurer

Responsibilities

Aphrodite Aesthetics is responsible for the investigation and resolution of all complaints, conducting risk assessments, maintaining a register of feedback and complaints and monitoring the effectiveness of the complaint’s procedure.