COMPLAINTS PROCEDURE
Business: Flori Aesthetics
Procedure: Complaints Handling Procedure
Applies to: All clients, treatments, practitioners and staff
Review: Annually or following any significant change in legislation or practice
1. PURPOSE
Flori Aesthetics is committed to providing a safe, professional and client-centred service. We take all complaints, concerns and feedback seriously and aim to resolve concerns promptly, fairly and respectfully.
We recognise that clients may occasionally be dissatisfied with an aspect of their treatment or experience. Clients will never be treated unfairly or disadvantaged because they have raised a genuine complaint.
Our preferred approach is to understand the client's concerns, investigate the circumstances and, where appropriate, work with the client to reach a reasonable resolution.
2. OUR APPROACH TO COMPLAINTS
All complaints will be:
Taken seriously and treated respectfully.
Handled as promptly as reasonably possible.
Investigated fairly and objectively.
Documented appropriately.
Treated confidentially, subject to legal and safeguarding requirements.
Reviewed to identify opportunities for improvement.
Handled without prejudice to the client's rights.
Where a complaint relates to a treatment outcome, the client will be offered an appropriate opportunity for the practitioner to assess the area and, where clinically appropriate, discuss corrective or remedial treatment.
3. RAISING A COMPLAINT
Clients are encouraged to raise concerns as soon as possible so that we have an opportunity to understand and resolve the matter.
Complaints can initially be made:
By telephone.
By email.
In writing.
Through an appropriate social media or messaging channel where the client has previously communicated with the clinic.
Where a complaint is received verbally, the practitioner or member of staff should make an appropriate written record of the complaint.
Clients should provide, where possible:
Their name and contact details.
The date of the appointment.
The treatment received.
Details of their concern.
Any relevant photographs or information.
What outcome they are seeking.
A client will not be required to use a particular format to make a complaint.
4. ACKNOWLEDGEMENT
Where a complaint is made in writing, Flori Aesthetics will acknowledge receipt as soon as reasonably practicable.
The client will be informed that their complaint is being reviewed and, where appropriate, may be asked for further information.
5. INVESTIGATION
The complaint will be reviewed objectively and proportionately.
The investigation may include reviewing:
Consultation and treatment records.
Consent forms.
Medical and lifestyle information provided by the client.
Before-and-after photographs, where available.
Treatment notes.
Product information and batch records, where relevant.
Communications between the clinic and client.
Information provided by the practitioner involved.
Any relevant clinical or procedural information.
Where a clinical concern is raised, the client may be asked to attend the clinic so that the treated area can be assessed.
If necessary, appropriate advice or referral to another healthcare professional may be recommended.
6. TREATMENT CONCERNS AND REMEDIAL WORK
Where a client is dissatisfied with a treatment outcome, Flori Aesthetics will, where clinically appropriate, offer the client an opportunity to return for assessment.
If an issue is identified and corrective treatment is considered appropriate, we will normally seek to resolve the issue by offering suitable remedial treatment free of charge.
Any remedial treatment will only be carried out where the practitioner considers it to be clinically appropriate and safe.
A client will not automatically be entitled to additional treatment where:
The requested treatment is clinically inappropriate.
Further treatment could increase risk or complications.
The outcome is within the normal expected range for the treatment.
The client has not followed appropriate aftercare advice.
The concern relates to a result that was explained as being temporary, variable or dependent upon individual anatomy.
The requested outcome is unrealistic or materially different from the treatment agreed during consultation.
The issue is unrelated to the treatment provided.
Where remedial treatment is not appropriate, the client will be given an explanation and, where appropriate, advised of alternative options.
7. REFUNDS
Flori Aesthetics does not routinely offer refunds for treatments that have already been performed.
Where a client is dissatisfied with a treatment result, our preferred approach is to assess the concern and, where clinically appropriate, offer reasonable remedial treatment or another appropriate resolution.
However, this policy does not seek to exclude or restrict any rights a client may have under applicable consumer protection or other legislation. Where a refund or other remedy is legally required, the relevant legal requirements will be followed.
Refund decisions will be considered on an individual basis where exceptional circumstances arise.
8. WITHOUT PREJUDICE
Where appropriate, Flori Aesthetics may make an offer to resolve a complaint without prejudice.
Any offer of remedial treatment, goodwill or other resolution is intended to resolve the individual complaint and should not automatically be interpreted as an admission of liability, negligence or wrongdoing.
Nothing within this complaints procedure removes or restricts any statutory rights available to the client.
9. COMPLAINT OUTCOME
Following investigation, the client will be provided with an appropriate response explaining:
The findings of the investigation.
Whether the complaint has been upheld, partially upheld or not upheld, where appropriate.
Any action that will be taken.
Any remedial treatment or resolution being offered.
Any relevant recommendations or next steps.
We will aim to communicate in a clear, respectful and professional manner.
10. ESCALATION
If a client remains dissatisfied following the initial response, they may request that the matter is reviewed by the business owner or appropriate senior person.
Where appropriate, clients may also seek independent advice regarding their statutory rights.
Nothing in this procedure prevents a client from seeking appropriate external advice or exercising any legal rights available to them.
11. ABUSIVE OR UNREASONABLE BEHAVIOUR
Flori Aesthetics will always aim to treat clients respectfully. We also expect clients to communicate with our practitioners and staff respectfully.
We will not tolerate:
Threatening behaviour.
Aggressive or abusive language.
Harassment.
Discriminatory behaviour.
Repeated unwanted contact.
Personal attacks against staff.
Threats made in relation to obtaining a particular outcome.
Where communication becomes abusive or unreasonable, we may limit communication to written correspondence and/or take other reasonable steps to protect staff and maintain a safe working environment.
This does not prevent a genuine complaint from being investigated.
12. RECORD KEEPING
All significant complaints will be documented and retained securely in accordance with our data protection and record-keeping procedures.
Records may include:
The original complaint.
Relevant treatment records.
Investigation notes.
Correspondence.
Photographs where relevant and appropriately obtained.
Details of any remedial treatment.
The final outcome.
Any actions taken to prevent recurrence.
Complaints will be reviewed periodically to identify trends, risks, training requirements and opportunities to improve the service.
13. STAFF RESPONSIBILITIES
All practitioners and staff are responsible for responding to complaints professionally and escalating concerns appropriately.
Staff must not:
Dismiss a client's concern.
Become defensive or argumentative.
Make admissions of liability without authorisation.
Promise a refund or compensation without appropriate authority.
Alter or remove clinical records following a complaint.
Where a complaint involves a potential clinical complication, safeguarding concern or other serious incident, it must be escalated immediately in accordance with the relevant clinic policy.
14. OUR COMMITMENT
At Flori Aesthetics, we want every client to feel listened to, respected and properly supported.
We understand that aesthetic treatments involve individual anatomy, healing responses and variable outcomes. Our aim is always to provide honest advice, appropriate treatment and realistic expectations.
Where something has not gone as expected, our first priority is to understand the concern, assess the situation properly and, where possible and clinically appropriate, work with the client to achieve a safe and satisfactory resolution.
We will always aim to put the client's safety and wellbeing first.