Caring (Person-Centred, Compassionate Approach) Policies
Complaints and Feedback Policy
Complaints & Feedback Policy
HAUS OF ÄSTHETIK
Caring (Person-Centred, Compassionate Approach)
1. Introduction
At HAUS OF ÄSTHETIK, we are committed to excellence in patient care, fostering a supportive workplace environment, and ensuring that all stakeholders—patients, employees, and freelancers—are treated with fairness, dignity, and respect. As a premier aesthetics clinic, we uphold the highest standards of clinical practice, regulatory Compliance, and ethical business operations.
We recognise that, despite our best efforts, concerns may arise regarding the clinic's standard of service, professional conduct, or working conditions. As such, we encourage constructive feedback and provide a structured, transparent, and accessible process for raising and resolving complaints.
Our Complaints Policy ensures that all concerns are addressed in a manner that is:
• Prompt – Acknowledged and responded to within defined timeframes.
• Fair – Investigated impartially with respect for all parties involved.
• Confidential – Handled with strict adherence to GDPR and data protection laws.
• Non-Retaliatory – No complainant or participant in an investigation will face detriment for raising concerns in good faith.
• Compliant with Legal and Regulatory Standards – Aligned with The Health and Social Care Act 2008, Employment Rights Act 1996, Equality Act 2010, and General Data Protection Regulation (GDPR).
2. Scope of the Policy
This Policy applies to all individuals who engage with HAUS OF ÄSTHETIK, including:
• Patients – Raising concerns regarding treatment quality, service delivery, staff professionalism, and clinic facilities.
• Employees & Freelancers – Addressing issues related to workplace conduct, disputes, contractual matters, discrimination, harassment, bullying, or health and safety.
Matters Covered Under This Policy
The Complaints Policy provides a clear framework for resolving issues related to:
• Service Quality & Clinical Care – Concerns regarding treatment outcomes, patient safety, or adverse reactions.
• Professional Conduct – Issues related to staff behaviour, ethical concerns, and breaches of duty.
• Data Protection & Confidentiality – Complaints concerning improper handling of personal data or breaches of confidentiality.
• Workplace Conditions & Employment Issues – Including unfair treatment, workplace conflicts, or concerns about contractual terms.
Matters Excluded from This Policy
This Policy does not apply to:
• Anonymous Complaints – Without sufficient details, a fair investigation cannot be conducted.
• Complaints Already Resolved – Where a final determination has been made.
• Legal Disputes – Cases subject to external legal proceedings.
• Disciplinary Proceedings – This will be handled under the Employee Conduct & Disciplinary Policy.
Commitment to Resolution & Continuous Improvement
HAUS OF ÄSTHETIK views complaints as opportunities for learning and continuous quality improvement. We are committed to:
• Timely resolution of all complaints within clearly defined timeframes.
• Engaging all parties in a fair and impartial investigation process.
• Implementing corrective measures to prevent recurrence of issues.
• Regularly reviewing complaint trends to enhance patient and employee experience.
By maintaining a culture of openness, accountability, and professional integrity, HAUS OF ÄSTHETIK seeks to deliver outstanding patient care while fostering an exceptional working environment for all staff and freelancers.
Purpose and Scope
2.1 Purpose
At HAUS OF ÄSTHETIK, we recognise the importance of a clear, structured, and equitable complaints procedure that ensures all concerns—whether raised by patients, employees, freelancers, or contractors—are addressed fairly, efficiently, and in accordance with legal and regulatory requirements.
The objectives of this Complaints Policy are to:
• Establish a transparent and accessible framework for lodging and resolving complaints in a manner that upholds professional integrity, confidentiality, and impartiality.
• Safeguard patient rights, ensuring that any concerns regarding treatment quality, clinic operations, or service standards are investigated comprehensively.
• Foster a positive and respectful working environment where employees, freelancers, and contractors feel empowered to raise grievances about workplace conditions, employment terms, or professional conduct without fear of victimisation or detriment.
• Encourage early intervention and resolution, reducing the risk of disputes escalating into formal proceedings.
• Maintain Compliance with statutory and regulatory obligations, ensuring adherence to:
• General Data Protection Regulation (GDPR) – for handling patient and employee data securely and lawfully.
• Employment Rights Act 1996 – ensuring fair treatment and legal protection for employees and freelancers.
• Equality Act 2010 – safeguarding against discrimination and ensuring inclusive and equitable treatment for all individuals.
• The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 – ensuring the highest standards of patient care.
By implementing this Policy, HAUS OF ÄSTHETIK aims to promote a culture of openness, accountability, and continuous improvement, ensuring that all complaints contribute to the enhancement of service delivery and workplace well-being.
2.2 Scope
This Policy applies to all individuals engaging with HAUS OF ÄSTHETIK, covering concerns related to patient care, employee well-being, and freelancer/contractor relationships.
This Policy Covers Complaints From:
• Patients – Complaints regarding treatment outcomes, service quality, clinician behaviour, or clinic facilities.
• Employees (Full-Time & Part-Time Staff) – Concerns related to working conditions, unfair treatment, contractual matters, discrimination, bullying, or workplace disputes.
• Freelancers & Contractors – Issues concerning contractual agreements, working conditions, payment disputes, or professional conduct.
Exclusions – This Policy Does Not Cover:
• Anonymous Complaints – A fair investigation cannot be conducted without identifiable information.
• Issues Already Resolved – Complaints that have undergone the full resolution and appeals process under this Policy.
• Complaints Regarding Data Access—Such complaints should be directed under the Data Protection Policy in accordance with GDPR rights.
• Matters Subject to Legal or Regulatory Proceedings – Including those being handled through external legal action or regulatory bodies.
By defining the scope of this Policy, HAUS OF ÄSTHETIK ensures that all genuine complaints are addressed effectively while preventing misuse of the process for matters that fall outside its remit.
3. Principles for Handling Complaints
At HAUS OF ÄSTHETIK, we are committed to upholding the highest standards of professional conduct, patient care, and workplace fairness. Our complaints-handling process is guided by core principles that ensure all concerns are managed transparently, fairly, and in Compliance with legal and ethical frameworks.
3.1 Fairness & Impartiality
• All complaints will be investigated objectively, ensuring that no party is unfairly advantaged or disadvantaged.
• Decisions will be based on clear evidence, regulatory Compliance, and best practice guidelines.
• Investigations will be conducted by a neutral and suitably qualified individual with no conflicts of interest.
• Employees and freelancers raising complaints will not face retaliation for doing so in good faith.
3.2 Accessibility & Transparency
• The complaints process will be easily accessible to all patients, employees, freelancers, and contractors.
• Clear guidance will be provided on how to submit a complaint, what to expect during the process, and the timeframe for resolution.
• The complainant will be kept informed at every stage of the investigation and will receive a written response detailing the outcome.
• Where applicable, patients and staff will have the right to escalate their complaints to external regulatory bodies if they remain dissatisfied.
3.3 Confidentiality & Data Protection
• All complaints will be handled with the strictest confidentiality, ensuring that only those involved in the investigation have Access to relevant information.
• Personal data will be processed in Compliance with the General Data Protection Regulation (GDPR), ensuring that information is:
• Lawfully, fairly, and transparently processed.
• Collected for legitimate purposes only.
• Protected against unauthorised Access or disclosure.
• Any individual involved in handling complaints will be required to sign a confidentiality agreement.
3.4 Timeliness & Resolution-Focused Approach
• Complaints will be acknowledged within two working days, and a full response will be provided within 10 working days unless further investigation is required.
• Where complaints involve complex matters, interim updates will be provided, and an extended timeframe will be communicated.
• Early resolution will be prioritised to prevent unnecessary escalation, with informal discussions and mediation encouraged where appropriate.
• All complaints will be reviewed to identify root causes, allowing for continuous improvement in clinic services and workplace conditions.
3.5 Non-Retaliation & Support for Complainants
• No individual—whether a patient, employee, or freelancer—will be penalised, threatened, or subjected to adverse treatment for raising a genuine complaint.
• Whistleblowers raising serious concerns in the public interest will be protected under the Public Interest Disclosure Act 1998.
• Complainants will have Access to support mechanisms, including:
• For patients: Patient advocates and regulatory bodies.
• For employees and freelancers: HR support, external mediation, or Trade Union representation where applicable.
3.6 Compliance with Legal & Regulatory Standards
HAUS OF ÄSTHETIK is committed to full Compliance with all relevant UK laws and professional regulations, including:
• Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 – Ensuring safe, effective, and person-centred patient care.
• General Data Protection Regulation (GDPR) & Data Protection Act 2018 – Governing confidentiality and data handling.
• Employment Rights Act 1996 – Protecting employee rights in complaints about workplace treatment or contractual disputes.
• Equality Act 2010 – Preventing discrimination, harassment, or unfair treatment in inpatient services and employment practices.
• ACAS Code of Practice on Disciplinary & Grievance Procedures – Ensuring fair handling of employee complaints and grievances.
4. Complaints Procedure for Patients, Employees, and Freelancers
At HAUS OF ÄSTHETIK, we have established a structured, transparent, and legally compliant complaints procedure to ensure that all concerns—whether raised by patients, employees, or freelancers—are handled efficiently, fairly, and with the highest level of professionalism.
This section outlines the step-by-step process for raising a complaint, detailing the expected timelines, escalation procedures, and resolution mechanisms.
4.1 Complaints Procedure for Patients
Patients have the right to expect safe, effective, and high-quality care. If a patient is dissatisfied with any aspect of their treatment, service, or experience at HAUS OF ÄSTHETIK, they are encouraged to raise their concerns through the following three-stage complaints procedure.
Stage 1: Informal Resolution
1. Raising a Concern: Patients should, where possible, raise their complaint directly with the treating clinician or clinic staff at the earliest opportunity. Many concerns can be resolved quickly through open discussion and clarification.
2. Early Resolution: Staff will make reasonable efforts to address concerns immediately. If a resolution is reached, the issue is documented, and no further action is necessary.
3. Escalation: If the patient remains dissatisfied or prefers a formal review, they may proceed to Stage 2.
Stage 2: Formal Complaint
1. Submission of Complaint: Patients may submit a formal complaint via:
• Email: [cliniccomplaints@email.com]
• Phone: [Clinic Contact Number]
• Post: [Clinic Address]
2. Acknowledgment: The clinic will acknowledge receipt of the complaint within two working days.
3. Investigation: A designated Complaints Officer will conduct a thorough investigation, gathering statements from staff and reviewing relevant records.
4. Response: A written response outlining findings and any corrective actions will be provided within 10 working days.If a longer investigation is required, the patient will be informed.
5. Resolution Measures: If a complaint is upheld, appropriate remedial actions will be taken, including staff training, policy changes, or service improvements.
Stage 3: Appeal & External Review
1. Appeal Submission: If the patient is dissatisfied with the outcome, they may submit an appeal within 14 days.
2. Independent Review: A senior manager or external reviewer will reassess the complaint, ensuring objectivity and fairness.
3. Final Response: A final decision will be provided within 10 working days.
If a patient remains dissatisfied, they may escalate their complaint to:
• Independent Sector Complaints Adjudication Service (ISCAS)
• Care Quality Commission (CQC) (for regulatory breaches)
4.2 Complaints Procedure for Employees & Freelancers
HAUS OF ÄSTHETIK is committed to ensuring a positive, respectful, and legally compliant working environment. Employees and freelancers can file grievances or workplace complaints through the following process:
Stage 1: Informal Resolution
1. Raising a Concern: Employees or freelancers should first attempt to resolve concerns informally with their line manager or a designated senior staff member.
2. Facilitated Discussion: If necessary, an HR representative or mediator may assist in finding an early resolution.
3. Escalation: If the matter is not resolved, the complainant may proceed to Stage 2.
Stage 2: Formal Complaint
1. Submission of a Formal Grievance:
• Employees should submit a Grievance Resolution Form to HR.
• Freelancers/contractors should submit a formal complaint to the Operations Manager.
2. Acknowledgment: The complaint will be acknowledged within two working days.
3. Investigation: A neutral investigator will review evidence, conduct interviews, and assess Compliance with workplace policies.
4. Outcome & Response: A written response will be provided within 10 working days, detailing any corrective actions, contractual clarifications, or disciplinary outcomes where necessary.
Stage 3: Appeal
1. Appeal Submission: If dissatisfied, the complainant may escalate the issue to a senior HR manager or an external employment mediator.
2. Independent Review: The appeal will be assessed objectively, and a final resolution will be issued within 10 working days.
Employees may escalate unresolved complaints to:
• ACAS (Advisory, Conciliation and Arbitration Service)
• Employment Tribunal (for legal disputes related to unfair dismissal, discrimination, or contractual breaches)
4.3 Confidentiality & Data Protection
• All complaints will be handled confidentially, ensuring only those involved in the resolution process have Access to case details.
• Personal data will be processed in Compliance with GDPR and the Data Protection Act 2018.
• Complaints records will be retained for a minimum of three years and stored securely.
4.4 Monitoring, Reporting & Continuous Improvement
• Quarterly reviews will be conducted to assess complaint trends and implement service or policy improvements.
• An annual complaints report will be reviewed by senior management to ensure ongoing Compliance with best practices and regulatory requirements.
• Corrective actions, including staff training, policy updates, and procedural refinements, will be implemented where necessary.
5. Confidentiality & Data Protection
At HAUS OF ÄSTHETIK, we uphold the highest standards of confidentiality and data protection in the handling ofcomplaints. Our approach is rooted in transparency, integrity, and Compliance with UK legal frameworks, ensuring that all complaints are processed securely and without unwarranted disclosure.
This section outlines our commitment to safeguarding personal information, ensuring fair and lawful processing of data, and protecting the rights of all individuals involved in the complaints process.
5.1 Commitment to Confidentiality
All complaints—whether raised by patients, employees, freelancers, or contractors—will be treated with strict confidentiality to:
• Protect the privacy of complainants and respondents.
• Encourage an open and honest reporting culture, free from fear of retaliation.
• Ensure Compliance with legal and professional standards, including GDPR and the Data Protection Act 2018.
Confidentiality will be maintained by:
• Restricting Access to complaint records to only those directly involved in the investigation and resolution process.
• Ensuring secure storage of all complaint-related documents.
• Preventing unauthorised disclosure of information that could compromise the integrity of the investigation or the dignity of those involved.
5.2 Legal & Regulatory Compliance
HAUS OF ÄSTHETIK adheres to all UK legal and regulatory requirements for confidentiality and data protection, including:
• General Data Protection Regulation (GDPR) & Data Protection Act 2018 – Governing the lawful collection, processing, storage, and disclosure of personal data.
• Employment Rights Act 1996 – Protecting employees from unfair treatment when raising complaints.
• Equality Act 2010 – Ensuring that complaints involving discrimination, harassment, or victimisation are handled sensitively and lawfully.
• Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 – Safeguarding patient confidentiality in medical and aesthetic treatments.
5.3 Data Processing & Storage
To ensure lawful and ethical processing of personal data, the following principles apply:
1. Lawful, Fair & Transparent Processing
• Complaint information will only be collected and used for legitimate purposes, such as investigation, resolution, and service improvement.
• Complainants will be informed about how their data will be used and stored.
2. Data Minimisation & Accuracy
• Only necessary information will be collected to investigate the complaint.
• Data will be kept accurate and up to date, with individuals having the right to correct inaccuracies.
3. Storage & Retention
• Patient complaints will be retained for a minimum of three years, in line with CQC and ISCAS guidelines.
• Employee complaints will be stored securely in HR records for up to six years, in Compliance with employment law best practices.
• All complaint records will be securely stored in restricted-access digital and physical archives.
4. Restricted Access & Security Measures
• Complaint records will be accessible only to authorised personnel, including senior management, HR, or regulatory bodies (if required).
• Digital records will be protected by encryption, access controls, and cybersecurity safeguards.
• Physical complaint files will be stored in locked cabinets within a restricted-access area.
5.4 Information Sharing & Disclosure
Confidential complaint information will only be disclosed when:
• The complainant provides explicit consent.
• Disclosure is legally required (e.g., requested by a regulatory body or law enforcement).
• There is a risk to patient safety or public interest that necessitates intervention.
Any breach of confidentiality by staff or management will result in disciplinary action, which is in line with our Employee Conduct Policy.
5.5 Rights of Complainants & Respondents
Under GDPR, individuals involved in a complaint have the following rights:
• Right to Access – Individuals may request copies of personal data related to their complaint.
• Right to Rectification – If data is inaccurate, individuals can request corrections.
• Right to Restrict Processing – In certain cases, individuals can request that the processing of their data be limited.
• Right to Object – Individuals may object to how their data is used, particularly in marketing, analytics, or external reporting.
• Right to Erasure ('Right to Be Forgotten') – In some circumstances, complainants can request removal of personal data from records.
Requests regarding personal data rights should be submitted to the company's Email.
5.6 Handling Data Breaches
In the unlikely event of a data breach involving complaint records, HAUS OF ÄSTHETIK will:
1. Immediately assess the breach and determine its scope.
2. Take corrective action to prevent further unauthorised Access.
3. Notify affected individuals where there is a risk to their privacy or security.
4. Report serious breaches to the Information Commissioner's Office (ICO) within 72 hours, as required by GDPR.
5.7 Confidentiality in Investigations
During the complaint-handling process:
• Both the complainant and the individual(s) being investigated must maintain confidentiality.
• Information disclosed during the investigation should not be shared outside of those involved.
• Breaches of confidentiality may result in disciplinary action or legal consequences.
5.8 Monitoring & Compliance Audits
To ensure Compliance with confidentiality and data protection laws, HAUS OF ÄSTHETIK will:
• Conduct annual audits of our complaints handling records and data storage procedures.
• Provide regular staff training on confidentiality, GDPR, and professional ethics.
• Implement ongoing risk assessments to prevent unauthorised data access or security vulnerabilities.
5.9 Summary of Confidentiality & Data Protection
MeasuresConfidentiality Principle How It's Enforced at HAUS OF ÄSTHETIK
Restricted Access Complaint records are accessible only to authorised personnel.
Data Security Digital records are encrypted, and physical files are stored in locked cabinets.
Retention Periods Complaints are stored securely for 3 years (patients) and 6 years (employees).
GDPR Compliance Individuals can access, correct, or request the removal of their data.
Non-Disclosure Complaint information is not shared externally without legal justification.
Breach Reporting Data breaches are reported to the ICO within 72 hours, if necessary.
6. Complaints About Data Protection
At HAUS OF ÄSTHETIK, we take our legal and ethical responsibilities regarding data protection and privacy extremely seriously. We are committed to full Compliance with the General Data Protection Regulation (GDPR) and the Data Protection Act 2018, ensuring that all personal and sensitive data is handled lawfully, fairly, and securely.
This section outlines the process for raising complaints about data protection concerns, ensuring that patients, employees, freelancers, and contractors have a clear and structured method for addressing data privacy breaches, misuse of personal information, and GDPR non-compliance.
6.1 What Constitutes a Data Protection Complaint?
A data protection complaint may arise if an individual believes that:
• Their personal data has been processed unlawfully or without their consent.
• Their confidentiality has been breached, leading to the unauthorised disclosure of sensitive information.
• HAUS OF ÄSTHETIK has failed to respond to a data subject access request (DSAR) within the legally required timeframe.
• Their data has been inaccurately recorded or retained beyond the lawful retention period.
• Their GDPR rights (e.g., right to Erasure, right to Rectification, right to object) have not been respected.
• Their personal data has been shared with third parties without their consent or a lawful basis.
If any of the above concerns arise, individuals are encouraged to follow the formal Data Protection Complaints Procedure below.
6.2 How to Raise a Data Protection Complaint
Stage 1: Informal Resolution
1. Contact the Clinic Directly – If you believe your data has been mishandled, you should first attempt to resolve the matter informally by contacting the Clinic Manager or the Data Protection Officer (DPO).
2. Internal Investigation – The DPO will review the concern, assess whether a breach has occurred, and take immediate action if necessary.
3. Resolution & Feedback – The complainant will receive a response within five working days outlining whether the issue has been resolved or requires further investigation.
If the concern is not satisfactorily resolved, the complainant may escalate their issue through Stage 2.
Stage 2: Formal Data Protection Complaint
1. Submit a Formal Complaint in Writing – If informal resolution is unsuccessful, a written complaint should be submitted to the Data Protection Officer (DPO) via:
• Email: [DPO@email.com]
• Post: [Clinic Address]
2. Acknowledgment & Investigation
• The DPO will acknowledge receipt within two working days.
• A full internal investigation will be carried out within 30 calendar days.
• If required, data access logs and security reports will be reviewed.
3. Outcome Notification
• A formal response will be provided, detailing the findings and any remedial actions taken.
• If a data breach is confirmed, HAUS OF ÄSTHETIK will follow GDPR-mandated reporting procedures (see Section 6.3).
If the complainant is not satisfied with the formal response, they may proceed to Stage 3.
Stage 3: External Escalation
If the issue remains unresolved, individuals have the right to escalate their complaint to the Information Commissioner's Office (ICO), the UK's independent regulator for data protection.
• Information Commissioner's Office (ICO) Contact Details:
• Website: https://ico.org.uk
• Helpline: 0303 123 1113
• Email: casework@ico.org.uk
• Post: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
The ICO has the authority to investigate data breaches, issue enforcement notices, and impose fines for GDPR violations.
6.3 Handling of Data Breaches
In the event of a confirmed personal data breach, HAUS OF ÄSTHETIK will take immediate action to mitigate risks and comply with regulatory obligations.
What Constitutes a Data Breach?
A data breach includes:
• Unauthorised Access to personal information.
• Accidental loss or destruction of patient or employee records.
• Hacking, phishing, or cyberattacks leading to data compromise.
• Personal data being sent to the wrong recipient.
• Unlawful disclosure of sensitive data to third parties.
HAUS OF ÄSTHETIK's Response to a Data Breach
1. Immediate Containment – Identify the scope of the breach and prevent further unauthorised Access.
2. Internal Risk Assessment – Evaluate the potential impact on affected individuals.
3. Regulatory Reporting – If the breach poses a high risk to individuals, HAUS OF ÄSTHETIK will report the incident to the ICO within 72 hours.
4. Notifying Affected Individuals – If required by law, affected individuals will be informed without undue delay, providing them with advice on mitigating risks (e.g., fraud prevention, identity protection).
5. Corrective Measures – Implement enhanced security controls, staff retraining, and process improvements to prevent recurrence.
Failure to report a serious data breach to the ICO may result in significant penalties, including fines of up to £17.5 million or 4% of annual turnover under GDPR.
6.4 Protecting Data Subject Rights
Under GDPR, individuals have the following data protection rights, which HAUS OF ÄSTHETIK fully upholds:
Right Description
Right to Access: You can request a copy of your personal data held by HAUS OF ÄSTHETIK.
Right to Rectification: You can request corrections if your data is inaccurate or incomplete.
Right to Erasure ('Right to be Forgotten') You can request deletion of your data in certain circumstances.
Right to Restrict Processing You can request that HAUS OF ÄSTHETIK limits how your data is used.
Right to Data Portability: You can request a transfer of your personal data to another provider.
Right to Object: You can object to the processing of your data for specific purposes (e.g., marketing).
To exercise any of these rights, individuals can contact the company's Email.
6.5 Employee & Freelancer Data Protection Complaints
Employees, freelancers, and contractors also have the right to challenge data handling practices related to:
• Unlawful monitoring or surveillance.
• Misuse of personnel records.
• Failure to provide Access to employment-related data.
• Retention of personal data beyond lawful periods.
Workplace data protection complaints will be handled via the HR department, in line with HAUS OF ÄSTHETIK's Employee Privacy Policy.
6.6 Training & Compliance Monitoring
To ensure ongoing Compliance with GDPR and best data protection practices, HAUS OF ÄSTHETIK will:
• Provide annual staff training on data protection responsibilities.
• Conduct quarterly internal audits of data handling procedures.
• Implement cybersecurity measures to protect against data breaches.
• Regularly review and update this Policy to reflect regulatory changes.
7. External Escalation
At HAUS OF ÄSTHETIK, we are committed to resolving complaints promptly, fairly, and transparently through our internal complaints process. However, we recognise that, in some cases, individuals may remain dissatisfied with the outcome or feel that their concerns require an independent review by an external body.
This section provides guidance on how patients, employees, freelancers, and contractors can escalate their complaints to external regulatory authorities, professional bodies, or legal channels if they believe that their complaint has not been handled adequately within the clinic's complaints process.
7.1 External Escalation for Patients
Patients who remain dissatisfied after completing all three stages of HAUS OF ÄSTHETIK's internal complaints procedure (informal resolution, formal complaint, and appeal) have the right to escalate their complaint to external regulatory bodies.
(a) Independent Sector Complaints Adjudication Service (ISCAS)
For private healthcare and aesthetics treatment complaints, ISCAS provides independent adjudication.
• Who Can Use This Service?
• Patients who have exhausted the clinic's internal complaints procedure.
• Complaints relating to treatment quality, patient safety, clinician conduct, or breaches of professional standards.
• How to Contact ISCAS:
• Website: https://iscas.cedr.com
• Email: info@iscas.org.uk
• Phone: 0207 536 6091
• Post: ISCAS, Centre for Effective Dispute Resolution (CEDR), 100 St. Paul's Churchyard, London, EC4M 8BU
(b) Care Quality Commission (CQC) (England Only)
Patients may contact the CQC if they believe that HAUS OF ÄSTHETIK has failed to meet essential patient safety or quality standards under the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.
• CQC Does Not Investigate Individual Complaints but can take enforcement action if there are systemic failures.
• How to Contact CQC:
• Website: https://www.cqc.org.uk
• Phone: 03000 616161
• Email: enquiries@cqc.org.uk
• Post: Care Quality Commission, Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA
(c) General Medical Council (GMC) or Nursing & Midwifery Council (NMC)
If a complaint involves serious professional misconduct by a medical practitioner or nurse, patients may escalate concerns to the relevant professional regulatory body.
• General Medical Council (GMC) (For Doctors)
• Website: https://www.gmc-uk.org
• Phone: 0161 923 6602
• Email: gmc@gmc-uk.org
• Nursing & Midwifery Council (NMC) (For Aesthetic Nurses & Midwives)
• Website: https://www.nmc.org.uk
• Phone: 020 7333 9333
• Email: fitness.to.practise@nmc-uk.org
(d) Advertising Standards Authority (ASA) (For Misleading Aesthetic Claims)
If a patient believes that advertising or promotional materials used by HAUS OF ÄSTHETIK are misleading, exaggerated, or false, they may report the issue to the ASA.
• Website: https://www.asa.org.uk
• Phone: 020 7492 2222
• Email: enquiries@asa.org.uk
7.2 External Escalation for Employees & Freelancers
If an employee, freelancer, or contractor believes that their complaint has not been fairly handled through HAUS OF ÄSTHETIK's internal grievance procedure, they have the right to escalate their concerns externally.
(a) Advisory, Conciliation and Arbitration Service (ACAS) (For Workplace Disputes)
ACAS provides free, impartial guidance on resolving workplace disputes and offers early conciliation services before an employee proceeds to an Employment Tribunal.
• Website: https://www.acas.org.uk
• Helpline: 0300 123 1100
(b) Employment Tribunal (For Serious Employment Law Breaches)
If an employee or freelancer believes they have been subjected to unfair dismissal, workplace discrimination, breach of contract, or harassment, they may file a case with the Employment Tribunal.
• Time Limits:
• Employment claims must usually be made within 3 months of the incident.
• Employees must first contact ACAS Early Conciliation before submitting a tribunal claim.
• How to Submit a Claim:
• Website: https://www.gov.uk/employment-tribunals
• Online Claim Submission: https://www.gov.uk/government/publications/employment-tribunal-claim-form
(c) Health and Safety Executive (HSE) (For Workplace Safety Concerns)
If an employee or freelancer believes that their health and safety are at risk due to unsafe working conditions, they may report the issue to the HSE.
• Website: https://www.hse.gov.uk
• Phone: 0300 003 1647
(d) Information Commissioner's Office (ICO) (For Data Protection Breaches)
If an employee or freelancer believes that HAUS OF ÄSTHETIK has violated GDPR or mishandled their personal data, they can report the issue to the ICO.
• Website: https://ico.org.uk
• Phone: 0303 123 1113
7.3 When Should a Complaint Be Escalated Externally?
External escalation is appropriate when:
• All internal complaint procedures have been exhausted without a satisfactory resolution.
• There is evidence of systemic failure in the clinic's patient safety, professional standards, or employment practices.
• The complaint involves serious legal or regulatory breaches requiring intervention by a statutory body.
• The complainant faces reprisals or workplace victimisation for raising concerns internally.
7.4 Legal Protection for Whistleblowers
Employees or freelancers who report serious misconduct, illegal activity, or regulatory breaches in the public interest are legally protected under the Public Interest Disclosure Act 1998 (PIDA).
• What Is Considered a Protected Disclosure?
• Criminal offences (e.g., fraud, unlawful practices).
• Failure to comply with legal obligations (e.g., employment law, GDPR).
• Endangering health and safety.
• Covering up wrongdoing.
• Legal Protections for Whistleblowers:
• Protection against unfair dismissal or retaliation.
• Right to escalate concerns to regulators without fear of victimisation.
For whistleblowing concerns, employees should contact:
• Protect (Whistleblowing Charity): https://protect-advice.org.uk
• Phone: 020 3117 2520
8. Monitoring, Reporting & Continuous Improvement
8.1 Commitment to Accountability & Service Excellence
At HAUS OF ÄSTHETIK, we recognise that a robust complaints management system is essential for maintaining high-quality patient care, professional workplace standards, and regulatory Compliance. Complaints are not merely issues to be resolved; they serve as valuable feedback that informs our continuous improvement strategies.
To ensure transparency, fairness, and a commitment to excellence, we have implemented a structured monitoring and reporting framework that enables us to:
• Identify trends and recurring issues in complaints.
• Assess staff performance and patient satisfaction.
• Evaluate the effectiveness of our complaints resolution process.
• Implement targeted policy changes, training, and quality improvements.
This section outlines how HAUS OF ÄSTHETIK monitors, evaluates and improves its complaints-handling process to enhance patient care and workplace culture.
8.2 Complaints Data Collection & Analysis
(a) Complaints Log & Tracking System
• All complaints—patient, employee, or freelancer-related—are logged in a secure complaints database, including:
• Nature of complaint (service quality, workplace issue, data breach, etc.).
• Date of submission and resolution time.
• Outcome (resolved, escalated, further action required).
• Corrective actions taken.
• Quarterly audits of the complaints log will be conducted to identify patterns and recurring concerns.
(b) Key Performance Indicators (KPIs) for Complaints Handling
To ensure that complaints are managed effectively and in Compliance with regulatory standards, the following KPIswillbe tracked:
Metric Target Performance
Complaints Acknowledged 100% within two working days
Complaints Resolved Informally Minimum 60% within 5 working days
Complaints Resolved at Formal Stage 90% within 10 working days
Complaints Escalated to External Bodies Less than 5%
Staff Complaints Training Completion Rate 100% of employees & freelancers trained annually
Number of Recurrent Complaints Reduction in repeat complaints by 20% annually
Performance against KPIs will be reviewed quarterly, and corrective measures will be introduced if targets are not met.
8.3 Reporting & Governance Structure
(a) Internal Complaints Review Committee (CRC)
• A Complaints Review Committee (CRC) will meet quarterly to review complaints trends, resolution effectiveness, and areas for service improvement.
• The CRC will include:
• Clinic Director (Chairperson)
• Senior Clinicians & Practitioners
• HR & Compliance Manager
• Patient Experience Lead
(b) Annual Complaints Report
A detailed complaints report will be produced annually, including:
• Statistical analysis of complaints received, categorised by issue type and resolution time.
• Case studies of complaints that led to policy improvements.
• Assessment of trends and areas for targeted staff training.
• Review of external escalations, ensuring Compliance with CQC, ISCAS, and ICO.
This report will be reviewed by senior management and used to drive strategic improvements in patient care and workplace policies.
8.4 Continuous Improvement Measures
(a) Staff Training & Development
To ensure that complaints handling is effective, fair, and professional, all staff and freelancers will receive mandatory annual training covering:
• Patient communication & complaint de-escalation techniques.
• Legal and regulatory obligations (CQC, GDPR, Employment Law).
• Workplace conflict resolution & ACAS grievance procedures.
• Diversity, equality, and inclusion training to prevent discrimination-related complaints.
Staff training effectiveness will be monitored through:
• Pre- and post-training assessments.
• Anonymous staff feedback surveys.
• Tracking improvement in complaints handling KPIs.
(b) Policy & Procedural Adjustments
Where complaint trends indicate recurring systemic issues, HAUS OF ÄSTHETIK will implement policy changes, such as:
• Updating treatment protocols to enhance patient safety.
• Modifying workplace policies to address staff grievances effectively.
• Enhancing data security measures if multiple GDPR-related complaints arise.
(c) Patient & Employee Feedback Mechanisms
• Biannual patient satisfaction surveys will measure perceptions of service quality, clinician professionalism, and complaint handling.
• Quarterly employee engagement surveys will assess workplace culture, fairness in grievance resolution, and overall job satisfaction.
Feedback insights will be reviewed by senior management and used to refine service delivery and HR policies.
8.5 Regulatory Compliance & External Audits
(a) Compliance with Regulatory Standards
To ensure that HAUS OF ÄSTHETIK adheres to the highest standards of clinical governance and employment law, the complaints-handling process will be aligned with:
• Care Quality Commission (CQC) Regulations (Patient safety & complaints resolution).
• Advisory, Conciliation and Arbitration Service (ACAS) Guidelines (Employment disputes).
• General Data Protection Regulation (GDPR) & ICO Best Practices (Data protection complaints).
• Independent Sector Complaints Adjudication Service (ISCAS) Standards (Private healthcare complaints).
(b) External Audits & Compliance Reviews
• Annual compliance reviews will be conducted by external legal and HR consultants to ensure adherence to best practices.
• Any serious regulatory breaches or recurrent failures in complaints resolution will be escalated to senior management for immediate corrective action.
8.6 Summary of Complaints Monitoring & Improvement Framework
Monitoring Mechanism Purpose
Complaints Database & Tracking Logs all complaints for transparency & accountability.
Quarterly Complaints Review Committee (CRC) Meetings Identifies complaint trends & assesses resolution effectiveness.
Annual Complaints Report Provides comprehensive analysis & improvement recommendations.
Mandatory Staff Training Ensures staff are equipped to handle complaints professionally.
Patient & Employee Feedback Surveys Measures satisfaction & identifies areas for service enhancement.
External Compliance Audits Ensure regulatory adherence & quality control.
8.7 Conclusion
By implementing a comprehensive complaints monitoring, reporting, and continuous improvement framework, HAUS OF ÄSTHETIK ensures:
• High standards of patient care & professional workplace ethics.
• Full transparency & accountability in complaints resolution.
• Regularly review trends to drive meaningful improvements.
• Compliance with regulatory frameworks (CQC, ICO, ACAS, ISCAS).
Through continuous learning, policy enhancement, and staff development, we remain committed to providing a world-class aesthetics clinic experience for both patients and employees.
9. Contact Information
At HAUS OF ÄSTHETIK, we are committed to providing a clear and accessible channel for individuals to raise complaints and concerns. Whether you are a patient, employee, freelancer, or contractor, we ensure that you can reach the appropriate department or regulatory body for guidance, resolution, and escalation.
This section provides detailed contact information for submitting complaints, requesting data protection assistance, and escalating unresolved issues.
9.1 How to Submit a Complaint
Individuals wishing to raise a complaint or grievance should contact HAUS OF ÄSTHETIK through the following channels:
(a) General Complaints (Patients & Service Users)
📧 Email: complaints@hausofaesthetik.com
📞 Phone: [Clinic Helpline – 01234 567 890]
📍 Address: HAUS OF ÄSTHETIK, [Full Clinic Address]
🌐 Website Complaints Form: www.hausofaesthetik.com/complaints
• Availability: Monday – Friday, 9:00 AM – 5:00 PM
• Response Time: Complaints acknowledged within 2 working days and responded to within 10 working days.
(b) Employee & Freelancer Workplace Complaints
👤 Human Resources Department
📧 Email: hr@hausofaesthetik.com
📞 Phone: [HR Helpline – 01234 678 901]
📍 Address: HAUS OF ÄSTHETIK, HR Department, [Full Clinic Address]
• For grievances related to Workplace treatment, contract disputes, unfair dismissal, discrimination, harassment, or bullying.
• Confidential support available: Employees may request a private HR consultation.
(c) Data Protection & GDPR Complaints
👤 Data Protection Officer (DPO)
📧 Email: dpo@hausofaesthetik.com
📞 Phone: [01234 789 012]
📍 Address: HAUS OF ÄSTHETIK, Data Protection Office, [Full Clinic Address]
• For concerns regarding Privacy breaches, mishandling of personal data, and GDPR rights requests (e.g., data access, correction, or deletion).
• Complaints processed within 30 calendar days (subject to GDPR regulations).
9.2 External Regulatory Contacts for Escalations
If you are dissatisfied with the outcome of HAUS OF ÄSTHETIK's complaints process, you may escalate your concerns to an external regulatory body. Below are the relevant statutory, professional, and consumer protection organisations.
(a) Patients – Clinical & Service Complaints
Regulatory Body Purpose Contact Information
Independent Sector Complaints Adjudication Service (ISCAS) Adjudication of private healthcare complaints. 🌐 www.iscas.cedr.com 📞 0207 536 6091 📧 info@iscas.org.uk
Care Quality Commission (CQC) Regulation of healthcare service standards. 🌐 www.cqc.org.uk 📞 03000 616161 📧 enquiries@cqc.org.uk
General Medical Council (GMC) Complaints about doctors & professional misconduct. 🌐 www.gmc-uk.org 📞 0161 923 6602 📧 gmc@gmc-uk.org
Nursing & Midwifery Council (NMC) Complaints about nurses & aesthetic practitioners. 🌐 www.nmc.org.uk 📞 020 7333 9333 📧 fitness.to.practise@nmc-uk.org
Advertising Standards Authority (ASA) Complaints about misleading aesthetic marketing. 🌐 www.asa.org.uk 📞 020 7492 2222 📧 enquiries@asa.org.uk
(b) Employees & Freelancers – Workplace Complaints
Regulatory Body Purpose Contact Information
Advisory, Conciliation and Arbitration Service (ACAS) Workplace dispute resolution & mediation. 🌐 www.acas.org.uk 📞 0300 123 1100
Employment Tribunal Service Legal claims for unfair dismissal, discrimination, etc. 🌐 www.gov.uk/employment-tribunals
Health and Safety Executive (HSE) Complaints about unsafe working conditions. 🌐 www.hse.gov.uk 📞 0300 003 1647
Protect (Whistleblowing Charity) Confidential support for whistleblowers. 🌐 www.protect-advice.org.uk 📞 020 3117 2520
(c) Data Protection & GDPR Complaints
If you believe HAUS OF ÄSTHETIK has failed to protect your personal data, you can escalate your concerns to the Information Commissioner's Office (ICO).
👤 Information Commissioner's Office (ICO)
🌐 Website: www.ico.org.uk
📞 Phone: 0303 123 1113
📧 Email: casework@ico.org.uk
📍 Address: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
9.3 Urgent & Anonymous Complaints
• Emergency Patient Safety Concerns: If a patient is at immediate risk due to a medical issue, contact emergency services (999).
• Anonymous Whistleblowing: Employees can report serious misconduct or illegal activity confidentially to Protect (Whistleblowing Charity) or ACAS.
9.4 Response Times & Service Commitments
To ensure timely and effective complaint resolution, HAUS OF ÄSTHETIK adheres to the following response commitments:
Complaint Type Acknowledgment Full Response
General Complaints (Patients, Employees, Freelancers) Within 2 working days Within 10 working days
Data Protection (GDPR) Complaints Within 2 working days Within 30 days (GDPR standard)
Workplace Grievances Within 5 working days Within 10-15 working days
Escalated Complaints (Formal Appeals) Within 5 working days Within 20 working days