Complaints Policy

At RP Aesthetics we pride ourselves on delivering outstanding professional customer service to all of our clients. We are leading providers of specialised skincare treatments and these are carried out by our dedicated team of medical experts.

We treat all of our clients with the utmost care, compassion and respect, however, there may be times when the service that you have received does not meet the high standards that we aim to deliver. Should this happen, the most effective way to resolve any issues is by letting the Clinic Practitioner know immediately after the service or treatment that you have received. They will listen to your concerns and aim to resolve your complaint efficiently and effectively. If you require assistance with making your complaint we will be pleased to help and support you through the process.

It is best to make your complaint as soon as possible, as your memories will be fresher and it will make it easier for us to investigate what has happened. You should make your complaint within six months of the incident you are concerned about.

RP Aesthetics may be willing to investigate complaints after this time, if there is a realistic opportunity of conducting a fair and effective investigation and if you have a good reason as to why you could not act sooner.

We will always aim to resolve your complaint as soon as we receive it, however, if this is not possible, then the complaint will be investigated by the Clinic Practitioner. You will receive an acknowledgement of your complaint within 3 working days. This may be by email, letter or telephone.

The Managing Director will provide you with a written response within 20 working days of the acknowledgement of your complaint, however, if the complaint is of a complicated nature it may take longer to investigate. In cases such as this, you will be kept informed throughout the complaints procedure.

Complaints of a non-medical nature will be investigated by the Clinic Practitioner.

If your complaint is regarding a treatment that you have received the matter will be investigated by the Clinic’s Medical Team, including the Medical Director. You may be asked to attend the clinic for an assessment with a nurse or a doctor. Once this has taken place you will receive an outcome of your complaint within 20 working days by letter or email.

If you are not happy with the response that you have received from the Clinic Manager, your complaint will be escalated to our Managing Director.

Any complaint relating to the service that you have received will be escalated to the Managing Director and any complaint regarding the treatment that you have received will be escalated to the Medical Standards Team. This is detailed in stage 2 of our complaints policy.

A member of our team will acknowledge your complaint, and a full response will be provided within 20 working days following an investigation. Should the investigation take longer than this, then the complainant will be updated every 20 working days.

Should you remain unhappy with our final response or investigation you may be able to refer your complaint to the Independent Sector Complaints Adjudication Service at www.iscas.org.uk. You must do this within six months of the date of the final response.