Complaints Policy & Procedure
Danica Payne Aesthetics strives to provide 5* service to all clients, we place great emphasis on meeting and, whenever possible, exceeding our clients’’ expectations. We try to ensure that all clients are pleased with their experience of our service and we take any concerns a patient may have very seriously.
If you have a concern regarding any aspect of your care, please let the Business Manager know, either in person, by phone, email or letter. (please note, if you are complaining on behalf of someone else, we will require written consent in order to discuss their personal information).
We’ll do all that we can to resolve it to your satisfaction, both promptly and professionally. The Business Manager is the person responsible for investigating and responding to all client complaints. Our aim is to respond to clients’ concerns in a caring and sensitive way.
Should the Business Manager not be available at the time, you will be informed when she will be available and arrangements will be made for you to meet. The member of staff will take brief details of the concern and pass them to the Business Manager.
If your concern relates to clinical treatment the Business Manager will always seek the treating clinician’s comments in order to provide you a full detailed response.
We will acknowledge your complaint in writing within two days and will also include a copy of this complaint procedure. We will investigate your concerns and aim to provide a full response within 20 working days. If, for any reason, we are unable to complete our investigations within 20 working days, we will notify you, giving reasons for the delay and the likely period within which the investigation will be completed.
We will confirm the outcome of the investigation and any decisions made in writing.
Proper and comprehensive records are kept of any concerns/complaints received.
If you’re not satisfied with the outcome received, please let the Business Manager know.
Our contact details for reference;
Danica Payne Aesthetics
The French Quarter
115 High Street
02380 392 070