Complaints

Rejuvenate Face is committed to excellent customer care, and we take complaints very seriously. To assist you in making a complaint, please click here

We regularly analyse patient complaints to learn from them and to improve our services. If you are not entirely satisfied with any aspect of our care or service, please let us know as soon as possible so that we can address your concerns promptly. Our complaints policy helps to ensure that all complaints are dealt with consistently. A copy of this is available on request.

 

Our goal is to:

 

  1. To fully resolve all complaints fairly

  2. To treat all complaints with sensitivity and without prejudice

  3. To never discriminate against patients who have made a complaint.

  4. Be open and honest

  5. Resolve the complaint to the complete satisfaction of all parties

  6. Protect your confidentiality at all times

  7. To keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible only by those who need to know about your complaint.

 

There are many ways to complain, and we would encourage you to inform us as soon as possible so that your complaint will be dealt with and we can make an appointment to see you.

 

Tessa will be your personal contact to assist you with any complaints. These can be made verbally or in writing.

If your verbal complaint is not resolved to your satisfaction or if you complain in writing or by email, we will acknowledge it within two working days.

The acknowledgement will provide contact details of the person who is handling the complaint, how the complaint will be dealt with, and how long it is expected to take.

A full response will be sent in writing with 20 days.

If the complaint investigation takes longer than anticipated, Tessa will keep you informed of the reason for the delay, the progress of the investigation and the proposed date of completion.

 

When the investigation has been completed, you will be informed of its outcome in writing. You will then be invited to a meeting to discuss the results and any practical solutions that we can offer to you.

 

If you are dissatisfied with our response to a complaint you can take it further by using any of means below:

Alternative Disputes Resolution (ADR)

ADR is a scheme where an independent person mediates between yourself and the practitioner. This scheme provides an arbitration service to deal with complaints. Rejuvenate Face is proud to be a member of the Cosmetic Redress Scheme. Please click here or on the image to visit their website.

Save Face

Save Face is a voluntary register which also provides information and support about non-surgical procedures and sets standards that practitioners have to adhere to. Their register is accredited by the Professional Standards Authority and is recognised by the government, the Department of Health, NHS England and the CQC. They produce a useful guide to making complaints; to access click on the image below.

 

JCCP (Joint Council for Cosmetic Practitioners)

The JCCP has been established to assist members of the public who are seeking/considering or undergoing non-surgical treatments. Email complaints@jccp.org.uk

 

Click here

The General Medical Council

The GMC is responsible for regulating all medical professionals. You can complain about Doctor Andrew Michael Taylor (GMC number 3659469) using their online form. Click here.

For further useful information on making complaints and your rights, click here.

 

 

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©Rejuvenate Face 2020