The Courtyard Aesthetic Clinic Complaints Policy
The Courtyard Aesthetic Clinic is committed to providing the highest standard of care and service to our patients. We recognise that, despite our best efforts, there may be occasions when patients feel the need to express concerns or make a complaint. This policy outlines the process for lodging complaints and the steps we take to address and resolve them promptly and fairly.
Submitting a Complaint:
In Person: Patients are encouraged to bring their concerns directly to the attention of our staff during their visit.
Written Complaints: Patients may submit a written complaint via email to email@example.com or through our online contact form on our website.
Anonymous Complaints: While we encourage patients to provide their contact information for effective resolution, anonymous complaints will be considered. However, resolving such complaints may be more challenging without sufficient details.
Complaint Handling Procedure:
Acknowledgement: All complaints will be acknowledged within 48 hours of receipt.
Investigation: The complaint will be thoroughly investigated by our Complaints Manager. This may involve gathering additional information from the patient and relevant staff.
Resolution: We aim to resolve complaints within 28 days of acknowledgement. If a resolution requires more time, the complainant will be informed of the delay and provided with regular updates.
Communication: Throughout the process, we will maintain open and transparent communication with the complainant, keeping them informed of the progress and any proposed solutions.
Feedback & Improvement:
We value feedback and view complaints as an opportunity to learn and improve our services. All complaints will be reviewed, and necessary measures will be taken to prevent similar issues in the future.
All information related to the complaint will be treated with the utmost confidentiality. Only staff directly involved in the resolution process will have access to the information.
For submitting complaints or seeking clarification, please contact:
Phone: 01983 241214
You can also complain to the ICO if you are unhappy with how we have used your data.
The ICO’s address:
Information Commissioner’s Office
Helpline number: 0303 123 1113
ICO website: https://www.ico.org.uk