Complaints Policy
Last Updated: 13 November 2025
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. Our aim is to resolve any issue of dissatisfaction quickly, professionally, and fairly. This policy outlines our clear process for handling complaints.
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).
General queries or feedback.
Initial requests for refunds or a repeat treatment (which will be handled by our management as a service query first).
3. How to Make a Complaint
We encourage you to raise any concerns, however small, at the earliest opportunity.
Informal Resolution: Many concerns can be resolved immediately. Please feel free to raise your concern directly with your practitioner (Donna or Kerry) or by calling the clinic.
Formal Complaint: If you are not satisfied with the informal response, or if your concern is more serious, you can make a formal complaint.
Your complaint should be made in writing (via email or letter) to ensure all details are accurately recorded.
Address your complaint to our Complaints Manager.
Please send your complaint to:
Email: contact@dgaesthetics.uk (Subject: Formal Complaint)
Address: DG Medical Aesthetics and Skin Ltd, 2 Oakmeadow Close, Yardley, Birmingham, B26 1EE
Please include: Your full name and date of birth, the date(s) of the incident, a full description of your complaint, and your desired outcome.
4. Our Complaints Handling Process
We will adhere to the following timeline:
Acknowledgement: We will send you a written acknowledgement of your complaint within 3 working days of receiving it.
Investigation: Your complaint will be investigated by a senior member of our team who was not directly involved in the incident. We will review your patient file, speak to the practitioners involved, and assess all relevant facts.
Response: We aim to provide you with a full, written response within 20 working days. This response will detail our investigation, our findings, any actions we have taken as a result, and our proposed resolution.
Delays: If the investigation is complex and takes longer than 20 working days, we will write to you to explain the delay and provide a new, realistic timeframe.
5. Urgent Medical Complications
This policy is for service-level complaints. If you are experiencing an urgent or unexpected medical complication, please do not use the complaints system.
Action: You must contact the clinic immediately on our main contact number. We provide all patients with aftercare instructions and an out-of-hours contact method.
Our Expertise: Our practitioners are members of the Complications in Medical Aesthetics Collaborative (CMAC) and are fully trained and equipped to manage complications safely and effectively.
6. Independent & External Review
Our goal is to resolve your complaint internally. However, if you are not satisfied with our final written response, you have the right to escalate your complaint to an independent body.
Save Face: We are registered with Save Face, a government-approved register for non-surgical cosmetic practitioners. Save Face operates an independent complaints and resolution service for patients. You can contact them for free, impartial advice and mediation.
Care Quality Commission (CQC): As our official regulator, you can provide feedback directly to the CQC at any time. Please note that the CQC does not typically investigate or resolve individual complaints, but they use all patient feedback to inform their inspections and ensure we are meeting national standards of quality and safety.
7. Our Professional Standards & Insurance
To ensure your complete confidence, DG Medical Aesthetics and Skin Ltd and its practitioners adhere to the highest industry standards.
We are fully insured by Cosmetic Insure, a specialist provider for the aesthetics industry.
Our nurses are members of the British Association of Medical Aesthetic Nurses (BAMAN), committing to a code of conduct and continuous professional development.
8. Contact Details
For Complaints: contact@dgaesthetics.uk (Subject: Formal Complaint)
Address: DG Medical Aesthetics and Skin Ltd, 2 Oakmeadow Close, Yardley, Birmingham, B26 1EE
