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Complaints Policy

We aim to provide a high level of service at all times however we do accept that on occasion there could be issues arising which may lead to our patients not being satisfied with the services with which they have been provided. In order to understand the experiences of our patients and to collect and review information to improve upon the care of each individual patient we have a Complaints Policy and Procedure.

If you have any concerns about any aspect of the service provided please speak to any member of staff, they will do their best to correct the situation or offer an explanation. If that does not resolve the situation, any member of staff will ensure that you receive a copy of the complaints procedure.

Aesthetic Plastic Surgery Ltd.
Aveling House
1B Upper Wimpole Street
London W1G 6AB
Company registration no: 04412624
E-mail: [email protected]

STAGE 1

A complaint may be relayed in person, by telephone or in writing.

All complaints must be reported to and addressed to the Practice Manager.

All complaints will be acknowledged within two working days by a written reply.

The written acknowledgement will state the date of receipt of the complaint and will state that the Registered Manager will aim to provide a full response within fourteen working days of receipt of the complaint.

STAGE 2

A full and comprehensive investigation will be undertaken under the direction of the Registered Manager in line with our Complaints Policy and Procedure.

Any appropriate action that may be deemed necessary will be taken.

The complainant will receive a written full reply to the complaint which will include any subsequent action taken.

STAGE 3

If the matter remains unsolved to the satisfaction of the complainant, they may wish to refer their case for independent external adjudication.

The Independent Sector Complaints Adjudication Service (ISCAS)
The Centre for Effective Dispute Resolution (CEDR)
70 Fleet Street
London EC4Y 1EU

In addition, the hospital is regulated and inspected by the Care Quality Commission; observations about service standards may be made to the commission

Care Quality Commission, National Correspondence
Citygate, Gallowgate
Newcastle-Upon-Tyne NE1 4PA
E-mail: [email protected]
Telephone: 0300 616161