Complaints Policy

COMPLAINTS PROCEDURE

At Adonia Aesthetics we aim to provide our patients with the best possible service. If you are not satisfied with the level of service provided by us, we will endeavour to resolve this as soon as possible. We believe that complaints and compliments are a valuable indicator of the quality of our service, and an opportunity to improve that quality. We would like to ensure that a complaint is dealt with courteously, promptly and resolved as quickly as possible.

We assure all Patients that no-one will be victimised for making a complaint, and we encourage Patients to instigate the complaints procedure whenever they feel that this is necessary. We do not wish to confine complaints to major issues. We encourage Patients to comment when relatively minor matters are a problem to them. It is our policy that all matters which disturb or upset a Patient should be reported, recorded, and corrective action should be taken in a caring and sensitive manner. Only in that way can we work towards meeting our aim of continuously improving our service.

Our commitment is that:

All complaints will be taken seriously; We will thoroughly investigate the matter. You will receive a response within 24 hours of the complaint being made, and a final reply within 28 days after receipt of your complaint.

We will keep you informed of our progress and the measures being taken to resolve your complaint.

If the complaint is upheld, you will receive a written apology and appropriate action will be taken to rectify the complaint, and you will be informed of what that action is.

All complaints will be acted upon with fairness and impartiality.

Patients are entitled to involve an impartial third party in the complaint procedure if they so wish.

If our final response is not issued within 28 days of the date we received your complaint, we will write to you explaining why we have been unable to resolve your complaint and indicate when we will make further contact.

You are welcome to contact us at any time to check the status of our investigation.

Patients and their representatives may take their complaints to persons in authority outside the Company if they are not satisfied with the response that they receive from us.

To pursue a complaint please contact our Manager Natalie Naraghi who will deal with your concerns appropriately. Writing: Natalie Naraghi – Manager Adonia Aesthetics / 295a Darwen Road / Bolton/ BL7 9BT. Telephone / Mobile: 01204 263263 / 07525178697. Email: info@adoniaaesthetics.co.uk

Referring your complaint to the Financial Ombudsman Service

If, after making a complaint to us, you feel that the matter has not been resolved to your satisfaction (or if your complaint remains unresolved after 28 days of initially telling us); if you are an eligible complainant you may be able to refer your complaint to the Financial Ombudsman at: Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London. E14 9SR. Tel: 0800 023 4567

In some circumstances a complaint may not be eligible for referral to the Financial Ombudsman Service. In such cases you will receive guidance from staff at the Ombudsman about your options, or you may wish to seek your own professional or legal advice.

If our final response is not issued within eight weeks of the date we received your complaint, we will write to you explaining why we have been unable to resolve your complaint and indicate when we will make further contact. You are welcome to contact us at any time to check the status of our investigation. Referring your complaint to the Financial Ombudsman Service If, after making a complaint to us, you feel that the matter has not been resolved to your satisfaction (or if your complaint remains unresolved after 8 weeks of initially telling us); if you are an eligible complainant you may be able to refer your complaint to the Financial Ombudsman at:

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR
Tel: 0800 023 4567

In some circumstances a complaint may not be eligible for referral to the Financial Ombudsman Service. In such cases you will receive guidance from staff at the Ombudsman about your options, or you may wish to seek your own professional or legal advice.

Other complaint Contacts
NMC – Complaints can be made by email (newreferrals@nmc-uk.org ) , by phone (0207 681 5248) you can also access information at the NMC Website https://www.nmc.org.uk/concerns-nurses- midwives/support-for-patients-familiesand-public/who-to-contact/

ISCAS – Independent Sector Complaints and Adjudication services (https://iscas.cedr.com)