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Complaints Policy

Most care and treatment at the Aesthetically You goes well but sometimes things can go wrong. If you are unhappy with your care or the services you have received, it is important to let us know so that we can improve.

OUR AIMS & OBJECTIVES

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

OUR COMPLAINTS PRINCIPLES

• Service users are encouraged to provide suggestions, compliments,
concerns and complaints and we offer a range of ways to do it.
• 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.
• Service users and staff can make complaints on a confidential basis
or anonymously if they wish, and be assured that their identity will
be protected.
• Service users will not to be discriminated against or suffer any
unjust adverse consequences as a result of making a complaint
about standards of care and service.

MANAGING COMPLAINTS

All staff are expected to encourage service users to provide
feedback about the service, including complaints, concerns,
suggestions and compliments.
• Staff are expected to attempt resolution of complaints and
concerns at the point of service, wherever possible and within the
scope of their role and responsibility

RESOLUTION

The process of resolving the problem will include:
• an expression of regret to the user for any harm or distress
suffered;
• an explanation or information about what is known, without
speculating or blaming others; considering the problem and the
outcome the user is seeking and proposing a solution; and
confirming that the service user is satisfied with the proposed
solution.
Our staff will consult with their manager if addressing the problem is
beyond their responsibilities.

IF THE COMPLAINT IS NOT RESOLVED

Complaints that are not resolved at the point of service, or that are
received in writing and require follow up, are regarded as formal
complaints.
If the complaint is not resolved at the point of service, staff are expected
to provide the complainant with the formal complaints policy.
Our designated complaints manager coordinates resolution of formal
complaints in close liaison with the staff who are directly involved.

PROMOTING FEEDBACK

You can give us feedback in a number of ways:
• Verbally to a member of staff;
• Via our customer feedback form (available via email from
info@aestheticallyyou.co.uk);
• Via an independent review site such as Google or Trustpilot;
• Via our discreetly-located suggestions box

TIMEFRAMES

• Formal complaints are acknowledged in writing or in person within
48 hours.
• The acknowledgment provides contact details for the person who is
handling the complaint, how the complaint will be dealt with and
how long it is expected to take.
• If a complaint raises issues that require notification or consultation
with an external body, the notification or consultation will occur
within 3 days of those issues being identified.
• Formal complaints are investigated and resolved within 28 days.
• If the complaint is not resolved within that time period days, the
complainant will be provided with an update.