Complaints Policy
1. Policy Statement
At D’Arcy-Hall Skin Studio, we are committed to providing the highest quality of care and customer service. We take all complaints seriously and view them as an opportunity to improve our services and ensure client satisfaction. This policy outlines how we handle complaints in a fair, transparent, and timely manner.
2. Purpose
The purpose of this policy is to:
- Provide a clear process for clients to raise complaints.
- Ensure complaints are handled respectfully, promptly, and thoroughly.
- Promote a culture of continuous improvement within the clinic.
3. Scope
This policy applies to all clients, visitors, and staff of D’Arcy-Hall Skin Studio, and covers complaints related to:
- Clinical procedures and outcomes
- Staff conduct and professionalism
- Communication and customer service
- Facilities and hygiene
- Administrative processes, including booking and billing
4. How to Make a Complaint
Complaints can be made in the following ways:
- In person: Speak directly with a member of staff or the Clinic Manager.
- In writing: Submit a written complaint via email or post.
Email: studio@darcy-hall.co.uk
Post: The Studio, Greenacres, Church Lane, Mottisitone, PO30 4ED
To help us resolve your concern effectively, please include:
- Your full name and contact details
- Date and time of the incident or treatment
- Names of any staff involved (if known)
- A detailed description of the issue
Any relevant supporting documents or evidence
5. Complaints Handling Process
Step 1: Acknowledgement
All complaints will be acknowledged in writing within 3 working days of receipt.
Step 2: Investigation
The Clinic Manager or a designated senior staff member will investigate the complaint.
We may contact you to discuss the complaint further and gather additional information.
Investigations are typically completed within 10 working days, though complex cases may take longer (you will be kept informed of progress).
Step 3: Response
A written response will be provided outlining the outcome of the investigation and any action taken.
If appropriate, we may offer an apology, explanation, corrective treatment, or refund.
6. Escalation Procedure
If you are dissatisfied with the outcome of your complaint, you may request a review by a senior clinical lead or external body.
For clinical complaints, you may escalate to:
- Healthcare Inspectorate (if in Wales)
- Care Quality Commission (CQC) (if in England, for registered clinics)
- General Medical Council (GMC) – for complaints involving registered medical practitioners
- Nursing and Midwifery Council (NMC) – for complaints involving registered nurses
7. Confidentiality
All complaints are handled in accordance with data protection and confidentiality policies. Information will only be shared with those involved in the investigation and resolution process.
8. Continuous Improvement
Complaints are reviewed periodically to identify trends and areas for improvement. This helps us ensure high standards of care and service are maintained.
9. Review of Policy
This policy will be reviewed annually or sooner if there are significant changes in legislation or clinic operations.
Contact Us:
D’Arcy-Hall Skin Studio
The Studio, Greenacres, Church Lane, Mottisitone,
PO30 4ED
Skin Studio