Naturally Flawless Aesthetics is committed to providing high-quality healthcare services to all our patients. We value your feedback and appreciate you bringing any concerns or complaints to our attention. This policy outlines our process for handling complaints and ensuring that they are resolved promptly and fairly.

This policy applies to all complaints related to the services provided by Naturally

Flawless Aesthetics including:

• Clinical care

• Administrative procedures

• Staff conduct

• Facilities and equipment

• Complaint: An expression of dissatisfaction about the services provided by Naturally Flawless Aesthetics

• Complainer: The person who makes a complaint.

• Designated Person: A senior member of staff appointed to handle complaints.

The person responsible for handling complaints at Naturally Flawless Aesthetics is Natalie Fletcher. You can make a complaint in writing to Natalie Fletcher hello@naturallyflawlessaesthetics.co.uk or in person at the clinic. You can also complete the form at the bottom of this page. Please provide as much detail as possible about your complaint, including:

• Your name and contact details

• The date and time of the incident

• A full description of what happened

• The impact of the incident on you

1. Acknowledgement: We will acknowledge receipt of your complaint within two working days.

2. Investigation: We will investigate your complaint promptly and thoroughly. This may involve interviewing staff, reviewing records, and seeking expert opinion if necessary.

3. Response: We will aim to provide you with a full and final response to your complaint within 20 working days. The response will outline our findings, any action taken to address the issue, and an apology if appropriate.

4. Escalation: If you are not satisfied with our response, you can escalate your complaint to the Independent Sector Complaints Adjudication Service (ISCAS). ISCAS is an independent organisation that provides a fair and impartial complaints resolution service for private healthcare patients. https://iscas.cedr.com/contact/

Service users can also escalate their complaint to the Care Quality Commission (CQC) the UK Healthcare Regulator.

https://www.cqc.org.uk/contact-us/how-complain/complain-about-service-or-provider

We will treat your complaint with the utmost confidentiality. Your personal information will not be shared with anyone outside of Naturally Flawless Aesthetics Clinic without your consent.

We will keep a record of all complaints received and the actions taken to resolve them. These records will be kept for a minimum of seven years.

We welcome your feedback on our complaints handling process. Please let us know if you have any suggestions for improvement.

We are committed to learning from complaints and using this information to improve our services. We will regularly review our complaints handling process and make changes as necessary.

If you have any questions about our complaints policy or would like to make a complaint, please contact us at:

Naturally Flawless Aesthetics
1 Tamworth St,
Duffield,
Belper
DE56 4ER