All complaints will be deal with quickly and effectively between the individuals concerned and any justified grievances will be promptly remedied.
All complaints should be sent to:

Attn: Clinic Manager

Velvet Skin & Laser Ltd

2 Westbourne Parade, Uxbridge Road

Hillingdon
Uxbridge UB10 0NY
Or
Email: amber@velvetskinlaser.co.uk


Procedure for the handling of complaints:


All complaints will be fully investigated by the Registered Manager.

1. All complainants will receive a written acknowledgment within 2 working days of the complaint being received.
2. The complainant will receive a written response within 21 working days or a written explanation of why the response is or will be taking longer and when they can expect a response. A full response will be provided within 5 working days of a conclusion being reached.
3. All staff involved in a complaint will be informed of the outcome and advised on preventing recurrence.
4. Upon completion of a complaint, a full written report will be made including any recommendations and actions by the Registered Manager.

Where a complainant is not satisfied at the conclusion of the complaint process, they may request a review of the outcome which will be:

• First – a member of staff who is independent of the complaint and of the initial investigation. Such review will be completed within 10 working days.
• Second – if necessary, an external review will be completed which will be completed by a suitably qualified professional.

How your complaint will be investigated:


The Registered Manager will conduct an investigation and will gather information. This will lead to a full written report being produced and made available to those concerned.

The investigation will include:

1. Speaking to all persons concerned as well as manufacturers and suppliers where necessary.
2. Reviewing records and other documents
3. Producing a written summary of the facts of the complaint
4. Producing responses to written complaints
5. Completing the appropriate records of the complaint
6. Informing all relevant parties as to the outcome of the complaint and any remedial action.

If the complainant is still unsatisfied then mediation / negotiation and an amicable resolution should be sought in the first instance to the satisfaction of all concerned.