If you are unhappy with any part of your experience, I want to know, so I can put it right. Here is how to tell me and what happens next.
If you are worried about your treatment
If you think you are having a reaction or a problem after a treatment, contact me straight away on 07824 367575 or on WhatsApp, so I can advise you and see you if needed. You don’t need to make a formal complaint first.
If it is an emergency, call 999 or go to your nearest A&E. For urgent advice when you cannot reach me, call NHS 111.
How to raise a concern
You can tell me in whichever way suits you:
- Email: info@aestheticsbyhayley.co.uk
- Phone or WhatsApp: 07824 367575
- Post: Aesthetics by Hayley (Located within Minsony), 260 Pentonville Road, London N1 9JY
Email is often best, because it gives us both a written record. It helps if you include:
- your name and the phone number or email you booked with
- the date of your appointment and the treatment you had
- what went wrong, in your own words
- photos, if they help explain the problem
- what you would like me to do to put it right
You do not need to use any special form or wording. Just tell me what happened.
What happens next
I will acknowledge your complaint within 2 working days. I work alone, so I will deal with it personally.
If your concern is about a treatment, I may invite you to come in so I can see the area and talk it through with you face to face. There is no charge for this.
I will look at your notes, your consent form and anything you send me, and give you a full written response within 20 working days. If it will take longer, for example because I am waiting for information, I will tell you why and when to expect my reply.
My response will explain what I found and what I can offer. Depending on what happened, that might be an apology, a review appointment, further treatment or a refund.
Your privacy
Your complaint is handled confidentially. I keep a record of it and my response with your client notes, and I only share it where I need to, for example with my insurer if a claim is involved. How I look after your information is explained in my privacy notice.
If you are not happy with my response
If we cannot resolve things between us, you can take your complaint further:
- If your complaint involves a claim for harm, I will pass it to my insurer, who may contact you directly.
- Citizens Advice can give you free, independent advice about your rights as a consumer, on 0808 223 1133 or at citizensadvice.org.uk.
If your complaint is about how I have used your personal information, you can also complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint or on 0303 123 1113.
Raising a concern will never affect the care you receive from me.