Patient Complaints Procedure

We want to hear from you if you are unhappy with any part of your consultation, treatment or experience at Elevate Aesthetics. You can raise a concern in person, by telephone on 07359 246047, by email at [EMAIL ADDRESS], or in writing to [PLACEHOLDER: CLINIC ADDRESS].

[PLACEHOLDER: Confirm the named person responsible for handling complaints.]

Many concerns can be resolved quickly and informally. Where possible, we will aim to discuss your concern with you directly and agree a resolution within [PLACEHOLDER: NUMBER] working days.

If your concern is not resolved informally, or you would prefer to raise it formally, please submit your complaint in writing including your name, contact details, the dates of relevant appointments and a description of your concern.

[PLACEHOLDER: Confirm the preferred format and submission method for formal complaints.]

We aim to acknowledge formal complaints within [PLACEHOLDER: NUMBER] working days and to provide a full response within [PLACEHOLDER: NUMBER] working days. Where an investigation requires longer, we will explain the reason and provide an updated timescale.

If you remain dissatisfied following our final response, you may escalate your complaint. [PLACEHOLDER: Confirm the appropriate escalation route, which may include an independent adjudication service.]

[PLACEHOLDER: Elevate Aesthetics' professional indemnity insurer, relevant professional body and any applicable registration or complaints scheme will be confirmed here once verified. No professional body, accreditation or complaints scheme should be implied until confirmed.]

We keep a confidential record of complaints, including the concern raised, actions taken and the outcome. Records are retained in line with our Privacy Policy and used to help improve our service.