At Aesthetique, it's our goal to provide you with the greatest respect and standard of care, in an environment which is safe, and treatment in your best interest. We want to deliver on your expectations of our service provision, and that's why we take complaints seriously, approach them with care and consideration, and do our utmost to comprehensively investigate them so that we can come to a positive resolution.
If there's anything that concerns you, we would ask you to let us know as soon as you can. All complaints will be raised with our Complaints Manager, Nisha Berry, who will be responsible for managing your complaint and liaising with you throughout the process. If our Complaints Manager is unavailable, your complaint will be led by another designated Senior Member of staff.
We try to resolve complaints efficiently and effectively. We aim to resolve verbal complaints within 72 hours; if your verbal complaint is not resolved within 72 hours, or you make a written complaint to us, then our Complaints Manager will aim to respond to your complaint with an acknowledge of receipt within 2 working days, a copy of our complaints procedure, and the intended plan/investigation including an approximate timeframe.
We will then fully investigate your complaint, and our Complaints Manager will keep you apprised at regular intervals. This investigation may involve further telephone calls/meetings with yourself to gather information. When the investigation has been completed, you will receive the outcome in written format as well as in person/by phone if you wish.
Our organisation welcomes all forms of feedback, including complaints, as we learn from them and use them to provide the best possible care. Your feedback helps us work more safely and effectively in order to continue to put your needs first. If, in the event that you are disatisfied with the outcome of a complaint we would encourage you to further discuss this with us so we can help further. However, you can also address complaints to the Care Quality Commission who regulate private clinics in England by calling 03000 616161.