Your complaint will be forwarded to our Client Engagement Manager or their designated deputy and you will receive an e-mail within three working days to confirm receipt of your complaint and to inform you that an investigation into the matter is underway.
Complaints of a non-medical nature will be handled in their entirety by the Client Engagement Manager. In the case of a treatment-related complaint, the matter will be discussed with the relevant practitioner/s and may require you to attend a face-to face meeting with that practitioner or an alternative member of the clinic’s medical team, including the Medical Director. The objective of this is to provide an explanation and a resolution. Our Client Engagement Manager aims to provide you with a full written response within 20 working days or where this is not possible, an explanation as to the cause of the delay.
Should you be dissatisfied with the response to your complaint, you have the option to escalate your complaint to Stage 2 and should do this in writing.
The Client Engagement Manager will provide a written acknowledgement of receipt within 3 working days informing you that your complaint is now being looked into by the Registered Manager of Vie Aesthetics, Dr I Liakas and/or the CEO.
At this stage you may also be invited to a face-to-face meeting with the Client Engagement Manager, a senior manager and possibly also those who responded to the complaint at Stage 1. This will be an opportunity to resolve the complaint by taking a further look at a specific matter.
A full response regarding the outcome will be provided within 20 working days, or where the investigation is still in progress, a letter will be written explaining the reason for the delay to the complainant.
If you are dissatisfied with the response to their complaint after Stage 2, you may escalate your complaint to Stage 3.
At Stage 3 you have the right to an independent external adjudication of your complaint. Requests for independent external adjudication should be made to the Independent Sector Complaints Adjudication Service (ISCAS) in writing, within 6 months of receipt of Stage 2 decision letter.
Complainants cannot access Stage 3 until they have gone through Stages 1 and 2. To access Stage 3 you will be asked to sign a “Statement of Understanding and Consent”, thereby agreeing to the parameters of Stage 3.
Complainants will need to set out in writing for the Adjudicator:
- The reasons for the complaint
- What aspects of the complaint remain unresolved after Stages 1 and 2
- What outcome the complainant is seeking from Stage 3
ISCAS contact details are as follows: By Post: ISCAS 70 Fleet Street London EC4Y 1EU Email: firstname.lastname@example.org Telephone: 020 7536 6091.