Complaints Procedure

At Riverside Skin & Laser Clinic we are committed to providing the highest standard of care and customer service. If you are dissatisfied with any aspect of our service, we want to hear from you so we can address your concerns appropriately.

This procedure outlines the steps to follow when submitting a complaint, as well as how we will handle and resolve the issue.

How to Make a Complaint

If you have a complaint, we ask that you follow these steps:

Initial Discussion

If possible, we encourage you to raise your concerns directly with the staff member involved or with the clinic manager at the earliest opportunity. In many cases, issues can be resolved quickly and effectively at this stage.

If you would prefer to raise the complaint in writing please email relevant details about the nature of your complaint, such as dates, services received, and any concerns to enquiries@riversideslc.co.uk

Formal Complaint

If your concern is not resolved informally, you may submit a formal complaint in writing or by email to our clinic manager, Beth Hodge:

Email: skin@riversideslc.co.uk

Address: 22 Victoria Road, Chelmsford, CM1 1PA

Your formal complaint should include the following:

– Your full name and contact information

– A clear description of the issue

– Any steps you have already taken to resolve the issue

– Any supporting documentation or evidence

What Happens After You Submit a Complaint

Acknowledgement

We will acknowledge receipt of your complaint within 3 business days and provide you with an outline of how we will investigate and resolve the issue.

If the complaint is related to clinical care, we may need to consult with the treating practitioner, which could take additional time.

Investigation

Your complaint will be investigated thoroughly and fairly. This may involve speaking with staff members, reviewing clinic records, or conducting any necessary follow-up procedures. If necessary, we may contact you for further details to help resolve the issue effectively.

Resolution

We aim to resolve complaints promptly. We will provide you with a written response, detailing the outcome of the investigation and any actions we have taken.

If we determine that the complaint is justified, we will offer an appropriate resolution, which may include an apology, a refund, a further or alternative treatment, or other suitable remedies.

Escalation

If you are not satisfied with our resolution, you may escalate your complaint to an external body such as:

An independent ombudsman or arbitration service for a final decision.

Confidentiality and Data Protection

All complaints will be handled confidentially, and any personal data will be processed in accordance with our Data Protection Policy and the applicable laws.

We will only share the details of the complaint with staff members or regulatory bodies involved in investigating the matter.

We value your trust in our clinic and are committed to resolving any concerns to maintain the highest quality of service.