Complaints Handling Policy

At Houz of Aesthetics we are committed to providing a high-quality Non-Surgical Aesthetics service to all our clients.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

All complaints will be dealt with quickly and effectively between the individuals concerned and any justified grievances will be promptly remedied. The aim of this procedure is to resolve complaints locally to a satisfactory conclusion wherever possible.

Houz of Aesthetics believes that failure to listen to or acknowledge complaints will lead to an aggravation of problems, service user dissatisfaction and possible litigation.

    NOTE; If the complaint is being made on behalf of the service user by an advocate it must first be verified that the person has permission to speak for the service user, especially if confidential information is involved. It is very easy to assume that the advocate has the right or power to act for the service user when they may not. If in doubt it should be assumed that the service user’s explicit permission is needed prior to discussing the complaint with the advocate.

 

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
  2. We will then investigate your complaint, within 14 days of acknowledgement and will review your matter and speak to the member of staff who acted for you.
  3. A company representative will then invite you to a meeting to discuss and hopefully resolve your complaint.
  4. Within three days of the meeting, A company representative will write to you to confirm what took place and any solutions that have been agreed with you.
  5. If you do not want a meeting or it is not possible, a company representative will send you a detailed written reply to your complaint, including suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
  6. At this stage, if you are still not satisfied, you should contact us again and we will arrange a further meeting.
  7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  8. Where a complainant is not satisfied at the conclusion of the complaint process they have several options depending upon the nature of the complaint:
    1. A. A complaint may be made in writing to Healthcare Improvement Scotland (HIS). HIS is the regulator for independent healthcare services across Scotland and can accept complaints at any time from a complainant.

Healthcare Improvement Scotland

Gyle Square

1 South Gyle Crescent

Edinburgh EH12 9EB
Tel: 0131 623 4300

Web: www.healthcareimprovementscotland.org

B. Where the complaint may relate to a breach of professional standards of conduct, clinical competence or fitness to practise, patients can raise their concerns with the appropriate professional regulator,  For Nurses, the  Nursing & Midwifery Council.

The Nursing & Midwifery Council

23 Portland Place

London W1B 1PZ

Tel: 0207 7333 9333

Web: www.nmc-uk.org

C. Patients retain the option of seeking legal advice relating to a complaint about the service provided by any healthcare provider.

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