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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.  

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  • 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.  

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Our contact details for reference;

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Danica Payne Aesthetics

The French Quarter 

115 High Street

Southampton

SO14 2AA

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info@danicapayneaesthetics.com

02380 392 070

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For customer services please email info@dpad.uk or call 02380 392070.

We're open Monday - Sunday and endeavor to respond to all emails within 48 hours during our opening times.

Danica Payne Aesthetics & Dental | Unit 70 Lower Level | West Quay | Southampton | Hampshire | England | SO15 1QE |Telephone 02380 392070.  

 

Danica Payne Ltd trading as Danica Payne Aesthetics is a credit broker not a lender and is authorised and regulated by the Financial Conduct Authority, 994348. Registered in England & Wales 11575225. Registered Address: Danica Payne Aesthetics & Dental Unit 70 Lower Level, West Quay, Southampton, Hampshire, England, SO15 1QE| 02380 392070

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Registered Company Danica Payne Ltd

11575225

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For terms & conditions, complaints, privacy and returns please click here

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Where required by law, loans will be regulated by the Financial Conduct Authority and the Consumer Credit Act 1974.

Medenta Finance Limited, authorised and regulated by the Financial Conduct Authority No: 715523. Registered in Scotland, No: SC276679. Registered address: 50 Lothian Road, Festival Square, Edinburgh, EH3 9WJ. Tel: 01691 684175. Medenta act as a credit broker, not the lender and will introduce businesses to V12 Retail Finance Limited for which they will receive a commission. The amount of commission will vary depending on the product chosen and amount borrowed.

V12 Retail Finance Limited is authorised and regulated by the Financial Conduct Authority. Registration number:679653. Registered office: Yorke House, Arleston Way, Solihull, B90 4LH. Correspondence address: 25-26 Neptune Court, Vanguard Way, Cardiff, CF24 5PJ. V12 Retail Finance Limited act as a credit broker, not a lender, and only offers credit products from Secure Trust Bank PLC for which they will receive a commission, the amount will vary depending on the amount of credit taken out but will not vary depending on the product chosen. Secure Trust Bank PLC trading as V12 Retail Finance is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Registration number: 204550. Registered office: Yorke House, Arleston Way, Solihull, B90 4LH.

Terms and conditions apply. Written quotations are available on request from Secure Trust Bank PLC. Credit facilities are subject to status and affordability checks and only available to UK residents over the age of 18. Secure Trust Bank PLC reserves the right to decline any application. APR and repayment details are correct at time of publish.

Not all products offered by Secure Trust Bank PLC are regulated by the Financial Conduct Authority.

Telephone calls are recorded for training and compliance purposes.

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