Complaints Handling Policy

Compliments, Concerns and Complaints

At Vie Aesthetics, we are committed to giving every patient safe, compassionate and professional care. If something hasn’t met your expectations, we want to hear about it. Your feedback helps us put things right and improve our care for everyone.

Raising a concern will never affect the care you receive from us.

Worried about a side effect or complication? Please contact your clinic straight away on 020 3343 8500 (Holborn) or 01268 778615 (Rayleigh). Don’t wait to go through the complaints process.

How to make a complaint

You can raise a complaint in whichever way suits you:

• In person or by phone: speak to any member of our team at either clinic

• By email: [email protected]

• By post: The Manager, Vie Aesthetics Ltd, 78 London Hill Road, Rayleigh, Essex SS6 7HP

If you raise your complaint verbally, we will write it down and send you a copy to check that we’ve understood it correctly.

Please tell us: your name and contact details, what happened and when, who was involved (if you know), and what you would like us to do to put things right.

When to complain. Please raise your complaint as soon as possible, and normally within 6 months of the event or of when you first became aware of the problem. If there is a good reason for a delay, we will still consider your complaint.

Complaining for someone else. You can make a complaint on behalf of another person with their written consent. This protects their confidentiality.

Need help? We’re happy to support you through the process, including providing information in other formats or arranging language support. Just ask.

Our complaints process

We follow a three-stage process in line with the Care Quality Commission (CQC) and the Independent Sector Complaints Adjudication Service (ISCAS) Code of Practice.

Stage 1: Local resolution

• We will acknowledge your complaint within 3 working days.

• Our management team will investigate. If your complaint relates to your treatment, we will involve the practitioner(s) concerned and our medical team.

• We may offer you a meeting, in person or by video, to talk things through. This is entirely your choice.

• We aim to send you a full written response within 20 working days. If we need longer, we will write to explain why and keep you updated.

Stage 2: Internal review

If you are not satisfied with our Stage 1 response, you can ask for a review. Please do this in writing within 6 months of receiving our Stage 1 response.

We will acknowledge your request within 3 working days.
Your complaint will be reviewed by a senior leader who was not involved at Stage 1.
You may be offered a meeting to discuss any unresolved issues.
We aim to send you our final written response within 20 working days. If we need longer, we will write to explain why.

Stage 3: Independent adjudication

If you remain unhappy after Stage 2, you can ask ISCAS to review your complaint independently. You must have completed Stages 1 and 2 first. Your request should be made in writing within 6 months of our Stage 2 final response.

ISCAS will ask you to sign a Statement of Understanding and Consent and to explain:

1. why you are complaining

2. which parts of your complaint remain unresolved after Stages 1 and 2

3. what outcome you are seeking

The Independent Adjudicator’s decision is final.

ISCAS contact details

• Email: [email protected]

• Phone: 020 7536 6091 (Monday to Friday, 9am–5pm)

• Post: ISCAS, CEDR, 3rd Floor, 100 St Paul’s Churchyard, London EC4M 8BU

• Website: iscas.org.uk

What we will do

We will treat your complaint fairly, confidentially and without delay. We will be open and honest about what happened. Where something has gone wrong, we will apologise, explain what we are doing to put it right, and tell you what we have learned to prevent it happening again.

Other organisations you can contact

• Professional regulators: if you have concerns about an individual practitioner’s fitness to practise, you can contact the General Medical Council (doctors), Nursing and Midwifery Council (nurses) or General Dental Council (dentists).

• Care Quality Commission (CQC): you can share your experience with the CQC at cqc.org.uk. The CQC doesn’t investigate individual complaints, but it uses feedback to inform its inspections.

• Data protection concerns: please see our Privacy Notice for how to raise a complaint about your personal information.

Compliments: We love hearing when things have gone well too. Please share your feedback with our team or leave us a review.

Have any questions?

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