Purpose:
Outline how patients can make a complaint, expected timescales, and escalation options.
Discription:
Complaints Procedure – Putting Patients First
At Haus of Ästhetik, we want every patient to have a positive and safe experience. If something goes wrong or you are unhappy with your care, we encourage you to let us know. Complaints are treated seriously, fairly, and confidentially, and are used to help us improve our service.
How to make a complaint
You can contact us in any of the following ways:
Phone: 01629 385318 (main line) or 07514 543015 (out of hours)
In writing: Haus of Ästhetik Ltd, 4 Portland Square, Water Street, Bakewell, DE45 1HA
Website: Complaint Form Click Here
If you need help to make your complaint, you can ask a family member, carer, or advocate to support you.
What happens next
Acknowledgement: We will confirm we’ve received your complaint within 2 working days.
Investigation: Your complaint will be reviewed by our Governance & Assurance Officer, or an independent reviewer if there is any conflict of interest.
Response: We will send you a written reply within 10 working days. If more time is needed (for complex issues), we will explain why and keep you updated.
Escalation options
If you are unhappy with our response, you may escalate your complaint to:
Care Quality Commission (CQC): 03000 616161 | www.cqc.org.uk
Save Face (Accreditation body): www.saveface.co.uk
Information Commissioner’s Office (ICO) – data concerns: 0303 123 1113 | www.ico.org.uk
Advertising Standards Authority (ASA): www.asa.org.uk
Professional regulators: GMC, NMC, GDC, or HCPC (depending on the practitioner).
Our promise
No patient will ever be treated unfairly for raising a concern.
We will always listen, apologise if something went wrong, and act to put it right.
Complaints are reviewed at quarterly Governance Meetings to ensure learning and improvement.
