Complaints Policy
Our commitment to you
At Áurea Aesthetics, we are committed to providing safe, professional and high-quality care to all our patients. While we strive to maintain the highest standards throughout every stage of your experience, we recognise that there may be occasions when aspects of our service do not meet expectations.
This policy outlines how patients can raise a concern or make a formal complaint, and the process we follow to ensure matters are handled appropriately, fairly and confidentially.
Our Approach
We take a considered and respectful approach to all concerns, ensuring that each matter is reviewed according to its individual circumstances.
Our priority is to maintain clear communication, respect patient confidentiality and work towards a fair and appropriate resolution. Where necessary, feedback is used to review and improve our standards of care.
Patient Rights
All patients have the right to raise concerns regarding their care or experience at Áurea Aesthetics. Complaints may also be submitted by an individual acting on a patient's behalf, provided appropriate consent has been obtained.
Raising a concern or making a complaint will not adversely affect the standard of care or treatment a patient receives.
How to make a complaint
In person:
at your appointment or review
By email:
To help us look into it properly, please include your name and contact details, details of the concern, and what outcome you would like.
How Complaints Are Handled
All complaints at Áurea Aesthetics are managed by Dr Amy and handled fairly, professionally and confidentially.
Upon receiving a complaint, we will:
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Acknowledge receipt within 3 working days.
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Investigate the matter, reviewing relevant clinical records, documentation and circumstances. Further information may be requested where necessary.
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Provide a written response within 20 working days, outlining our findings, any actions taken or proposed, and an apology where appropriate.
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Keep you informed if additional time is required, explaining any delays and providing updates at least every 10 working days.
Where appropriate, findings will be used to review and improve our clinical practices and patient experience.
If you are not satisfied with our response
If you remain dissatisfied following our complaints procedure, you may refer your concerns to the Joint Council for Cosmetic Practitioners (JCCP), which provides an independent route for raising concerns relating to non-surgical aesthetic treatments and professional standards.
Joint Council for Cosmetic Practitioners (JCCP)
Website: www.jccp.org.uk
Confidentiality & Record Keeping
All complaints at Áurea Aesthetics are handled confidentially and in accordance with UK data protection legislation, including UK GDPR.
Information is only shared where necessary to investigate or resolve a complaint, or where required by law or professional obligations.
Learning & Improvement
Patient feedback is reviewed regularly to identify opportunities to improve clinical standards, patient safety and the overall quality of our services.
Policy Review
This policy is reviewed periodically and updated where necessary to reflect changes in legislation, professional guidance and clinical practice.