Complaints Policy

1. Our Commitment

DG Medical Aesthetics and Skin Ltd is committed to providing the highest standard of safe, effective, and ethical care. As a clinic registered with the Care Quality Commission (CQC), we take all forms of feedback, including complaints, extremely seriously.

We view complaints as a valuable opportunity to learn, reflect, and improve our services. As a family-led clinic, our aim is to resolve any issue of dissatisfaction quickly, professionally, and fairly.

2. What is a Complaint?

A complaint is an expression of dissatisfaction with any aspect of our service, treatment, or the conduct of our staff, which requires a formal response. This policy does not cover immediate medical complications (see Section 5).

3. Duty of Candour

Consistent with our CQC registration and professional nursing standards, we operate under a "Duty of Candour." This means we will always be open and honest with you if an unintended or unexpected incident occurs during your care that results in harm, providing a full explanation and apology where appropriate.

4. How to Make a Complaint

We encourage you to raise any concerns at the earliest opportunity. Many issues can be resolved immediately through an unhurried, informal conversation with your practitioner.

• Formal Complaints: If an informal response is not satisfactory, please submit your complaint in writing to our Lead Practitioner (Clinical Management) at contact@dgaesthetics.uk.
• Representation: You may appoint a representative (e.g., family member) to act on your behalf. We will require your written consent before discussing any clinical details with a third party.
• Details Required: Please include your full name, the date of the incident, a description of your concern, and your desired outcome.

5. Our Handling Process & Timeline

• Acknowledgement: We will acknowledge your complaint in writing within 3 working days.
• Investigation: Your complaint will be investigated by a senior member of the clinical team not directly involved in the initial concern.
• Response: We aim to provide a full, written response within 20 working days. If the investigation requires more time, we will write to you to explain the delay and provide a new timeframe.

6. Urgent Medical Complications

This policy is for service-level concerns. If you are experiencing an urgent or unexpected medical reaction, please contact the clinic immediately. We provide all patients with 24/7 aftercare contact methods. Our practitioners are members of the Complications in Medical Aesthetics Collaborative (CMAC) and are equipped to manage clinical incidents effectively.

7. Independent & External Review

Our goal is to resolve all matters internally. However, if you are not satisfied with our final response, you have the right to escalate:

• Save Face: We are a Save Face accredited clinic. They operate an independent complaints and mediation service for patients.
• Insurance Mediation: If a resolution cannot be reached regarding a clinical outcome, we may, with your consent, involve our specialist insurers (Cosmetic Insure) for independent mediation.
• ISCAS: You may also refer your complaint to the Independent Sector Complaints Adjudication Service for a Stage 3 independent review.
• CQC: While they do not investigate individual complaints, you can provide feedback to the Care Quality Commission at any time.

8. Contact Details