At MED Aesthetic Clinic, we are committed to providing you with the best possible service. If you have any concerns or complaints about any aspect of our clinic, we want to know. This will help us to understand your expectations and to continuously improve. We will handle all complaints with respect and urgency, and our aim is to resolve any issues effectively.

How to Make a Complaint

To lodge a complaint or suggest improvements, please contact Sandra Brito, our Complaints Manager, directly.

Step 1: Immediate Resolution

For minor issues, speak directly to the doctor or the Clinic Manager. Most complaints are resolved quickly this way. This process is informal and does not require written documentation. If you are not satisfied, please proceed to the next step.

Step 2: Formal Approach

If the issue is not resolved in Step 1, please submit your complaint in writing to the Clinic Manager. Include complete details, such as your name, address, dates, and any relevant documentation. Also, indicate how you previously attempted to resolve the issue and what actions you expect to remedy it.

You will receive an acknowledgment within two working days, and our goal is to resolve the complaint within 10 working days. We will inform you if there are any delays. During this process, the Clinic Manager may meet with the individuals involved and provide you with a written outcome. If your complaint is regarding the Clinic Manager, please direct it to the Clinic Director.

Step 3: Review by the Director

If you remain unsatisfied, you may request an additional review from the Director. The Director will review your complaint and the process that was followed. They may meet with you and others involved. You will be notified in writing of the final decision and any necessary actions.

Step 4: External Escalation

If you are not satisfied with the outcome regarding your treatment, you may approach a relevant external organisation.

Complaints Records

We maintain detailed records of all complaints and the actions taken to improve our services. We regularly review these records.

Contact

If you need further assistance, please contact us at:

Email: medaestheticclinicuk@gmail.com
Phone: +44 7308 438403

Date: 31/06/2023
Review Date: 22/10/2024

Please remember that we are committed to continuous improvement, and we value your feedback and suggestions.