Complaints Policy
Purpose of Policy
The purpose of this policy is to highlight the commitment of The Cairngorm Aesthetics Clinic in handling complaints related to the service. Clients are encouraged to contact the director of the clinic directly if they are dissatisfied with any aspect of their care or aftercare.Policy Statement and Aims
The aim of the policy is to respond to a complaint or concern quickly and fairly by discussing the matter with the client, where appropriate. All complaints are treated seriously. In the majority of cases, a complaint or concern will be resolved within 5 days of being made. The aim is to treat clients with discretion and ensure that confidentiality is maintained during the complaint’s procedure.Scope
This policy applies only to the handling of complaints against The Cairngorm Aesthetics Clinic and the services provided within the company or by the aesthetic practitioner. For the purposes of this policy, a complaint is defined as an expression of dissatisfaction about an act, omission, or decision—either verbal or written, and whether justified or not—which warrants a response.Procedure
A complaint can be made by a client or a representative of the client, directly to Lyndsey Robinson of The Cairngorm Aesthetics Clinic. This can be done in person, verbally, or in writing. The client may contact Lyndsey Robinson via the telephone number, email address, or postal address for the clinic.
Timeframe for Complaints:
A complaint must be made within 6 months of the incident taking place.Stage 1 Complaints:
- A complaint or concern can be made directly to Lyndsey Robinson in person, via telephone, or in writing.
- An acknowledgment of the complaint must be made within 3 working days.
- In most cases, the complaint will be resolved within 5 business days by Lyndsey Robinson.
Stage 2 Complaints:
- If the complainant remains dissatisfied after the initial 5 days, a formal written complaint must be logged, warranting further investigation.
- Any investigation must be completed and responded to within 30 days.
- Acknowledgment of the complaint must be in writing unless exceptional circumstances require a verbal acknowledgment.
- There must be an offer to discuss the handling of the complaint.
Response to a Complaint:
A response to a complaint must include:
• An explanation of how the complaint has been considered
• Information about who was involved in the investigation
• A meaningful apology where it is due
• References to any records, documents, or guidelines considered
• Evidence and conclusion of how a decision was reached
• Details of actions taken to put things right where appropriateAdditional Considerations:
- Face-to-face complaints must be handled without aggression or violence towards the aesthetic practitioner. Such behavior will not be tolerated.
- Persistent or unreasonable behavior by a complainant will be reported to the police.
Escalation:
- If the complainant is unhappy with the handling of the complaint or its response, they can request a review by the Scottish Public Services Ombudsman (SPSO).
- The complainant may also contact Healthcare Improvement Scotland (HIS) to raise a complaint regarding the practitioner or services provided at the clinic.
Contact details for HIS:
Programme Manager
Independent Healthcare Services Team
Healthcare Improvement Scotland
Gyle Square
1 South Gyle Crescent
Edinburgh EH12 9EB
Tel: 0131 623 4342
Email: his.ihcregulation@nhs.scot