DrMediSpa Complaints Procedure

• A complaint can be made: by telephone; in writing (email); by or in person. All responses if unresolved verbally will be made/followed up in writing (email).
• Complaints can be made to:
  Complaints Manager
  hello@drmedispa.com
  T: 02084180362
• Formal complainants (written) must receive an acknowledgment within 48 business hours. In this acknowledgment we will let you know who will be investigating the complaint and what our company complaints procedure is.
• The company has a set time limit for the acceptance and investigation of complaints. Within 12 months from the treatment date.

A complaint must be made no more than 12 months after:

• The date the event occurred, or if later,
• The date the event came to the notice of the complainant

The time limit will not apply if the company – is satisfied that:

• The complainant can give a good reason for not making the complaint within that time limit; and
• Despite the delay, it is still possible to investigate the complaint effectively and fairly.

The company will only accept complaints from a third party under certain conditions:
Either:

• Where you know that the patient has consented, either verbally or in writing;or:
• Where then patient cannot complain unaided and cannot give consent because they lack capacity within the meaning of the Mental Capacity Act 2005; and the representative is acting in the patient’s best interests – for example, where the matter complained about, if true, would be detrimental to the patient.
• The procedure must be available, upon request, in other languages and formats. You only need to prepare a special format on request to keep costs low.
• You should state your expected turnaround/resolution time. This should be 28 days but be realistic advising longer where necessary.
• All complaint investigations should be completed within 6 months at the latest, unless a different time period has been agreed. This should only be done when there is a good reason for it.

The complainant has the right to alert an independent healthcare body (such as ISCAS), should the complainant need to escalate complaints if not resolved by the provider.

Contact information Below:
Independent Sector Complaints Adjudication Service (ISCAS)
email: info@iscas.org.uk
https://iscas.cedr.com/contact/

Should the complainant wish to raise an issue with an independent doctor they are within their rights to contact the General Medical Council (GMC)
The General Medical Council (GMC)
https://www.gmc-uk.org/about/get-involved/complaints-and-feedback-about-our-service/how-to-raise-complaint