Complaints Policy

Face to Face Skincare and Aesthetics Clinic aims to provide safe, respectful and professional care. We welcome feedback and take complaints seriously. We will listen, treat people fairly, investigate concerns proportionately and use what we learn to improve our service. Making a complaint will not affect your right to respectful care. We will handle information about your complaint confidentially and share it only where appropriate or required.

If you feel comfortable doing so, please raise your concern with Jenny Harvey Andrews RGN or contact the clinic using the details above. You may explain your concern by telephone, email or letter. Please include your name, preferred contact method, what happened, relevant dates and what outcome you are seeking. If you need help to make a complaint or require information in an accessible format, please tell us and we will make reasonable efforts to assist.

We aim to acknowledge a complaint within 3 working days of receiving it. We will explain the next steps and, where possible, who will be handling the matter. We aim to provide a full response within 20 working days. If the matter is complex or requires more time, we will tell you why, provide an updated timescale and keep you informed. We may contact you to clarify details or ask what resolution you would consider appropriate.

We will review the information available, speak to relevant people where appropriate, consider relevant clinical records and policies, and assess whether further action is needed. We will aim to respond clearly and fairly, explaining our findings, any apology where appropriate, and any learning or actions we can share.

If you are concerned about a possible complication or an unexpected reaction following treatment, contact the clinic promptly on 07340038605 or Info@facetofaceskincare.co.uk. Do not wait for the complaints process if you need medical attention. For a medical emergency, call 999 or attend A&E.; For urgent medical advice that is not an emergency, contact NHS 111 or your usual healthcare professional.

We will keep an appropriate record of the complaint and its handling. Information will be managed in line with our privacy policy and applicable data protection requirements. We may need to share relevant information with a professional adviser, insurer, regulator or other appropriate body where justified or required.

If you are unhappy with our response, please tell us which aspects remain unresolved and what you would like us to reconsider. We will review whether any further internal steps are appropriate. Depending on the nature of the concern and the services provided, you may also be able to contact an external organisation. The appropriate route can depend on whether the service is regulated and by whom. If applicable, details of the relevant regulator or independent complaints body should be provided to you. You can also seek advice from the Citizens Advice service.

We review complaints and feedback to identify themes, improve communication and care, and consider whether changes to our procedures or training are needed. This policy is reviewed periodically and updated when necessary.