Complaints Policy

Rejuvenate Face is committed to excellent customer care and takes complaints very seriously. No one likes to complain, and most of us shy away from doing it!

We regularly analyse patient complaints to learn from them and 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:

Fully resolve all complaints fairly.

Treat all complaints with sensitivity and without prejudice.

Never discriminate against patients who have made a complaint.

Be open and honest.

Resolve the complaint to the complete satisfaction of all parties.

Protect your confidentiality at all times.

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

Ways to Complain
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. We are happy to talk first; however, 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.

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

Complaint response and Timeline
Our acknowledgement of your complaint will provide contact details of the person handling it, how the complaint will be dealt with, and how long it is expected to take.

A complete response will be sent in writing within 20 days. Most of the time, however, you will get a response almost immediately if we can.

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

What happens after?
You will be informed of its outcome in writing after completing the investigation. You will then be invited to a meeting to discuss the results and any practical solutions so we can improve our services.

If you are not satisfied how your complaint was handled we will help you.
There are many ways to help you get the right response. And sometimes, someone else can be the best judge. Here is a list of excellent and neutral ways of getting further help and a happy resolution.

Alternative Disputes Resolution
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.

SaveFace
This organisation are really on your side but help us too!. Save Face is a voluntary register that provides information and support about non-surgical procedures and sets standards that practitioners must 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 helpful guide to making complaints; The Anatomy of a Complaint.

JCCP
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

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.