Last Updated on 29/09/2023

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Most care and treatment at Bela Aesthetics goes well but sometimes things can go wrong. If you are unhappy with your care or the services you have received, it is important to let us know as soon as possible so that we can assist you and improve our services.

 

Our aims & objectives

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We aim to provide a service that meets the needs of our clients, and we strive for a high standard of care. 

We welcome suggestions from clients and from our staff about the safety and quality of service, treatment and care we provide.

We are committed to an effective and fair complaints system; and

We support a culture of openness and willingness to learn from incidents, including complaints.

 

Our complaints principles

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Clients are encouraged to provide suggestions, compliments, concerns and complaints and we offer a range of ways to do it. 

All complainants are treated with respect, sensitivity, and confidentiality. All complaints are handled without prejudice or assumptions

about how minor or serious they are. The emphasis is on resolving the problem. Clients and staff can make complaints on a confidential basis or anonymously if they wish and be assured that their identity will be protected. Clients will not to be discriminated against or suffer any unjust adverse consequences as a result of making a complaint about standards of care and service.

 

Managing complaints

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All staff are expected to encourage clients to provide feedback about the service, including complaints, concerns, suggestions and

compliments. Staff are expected to attempt resolution of complaints and concerns at the point of service, wherever possible and within

the scope of their role and responsibility.

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Resolution

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The process of resolving the problem will include:

An expression of regret to the client for any harm or distress suffered;

An explanation or information about what is known, without speculating or blaming others; 

Considering the problem and the outcome the client is seeking and proposing a solution; and

Confirming that the client is satisfied with the proposed solution.

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Our staff will consult with their manager if addressing the problem is beyond their responsibilities.

 

If the complaint is not resolved

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Complaints that are not resolved at the point of service, or that are received in writing and require follow up, are regarded as formal complaints. If the complaint is not resolved at the point of service, staff are expected to provide the complainant with the formal complaints policy. Our director coordinates resolution of formal complaints in close liaison with the staff who are directly involved.

 

Promoting feedback

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You can give us feedback in a number of ways:

Verbally to a member of staff;

Via our website feedback form (available at www.belaaesthetics.co.uk/contact-us)

Via sending your feedback by email (bela2aesthetics@gmail.com) 

Via an independent review site such as Google, Facebook or Instagram

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Timeframes

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Formal complaints are acknowledged in writing or in person within 48 hours. The acknowledgment provides contact details for the person who is handling the complaint, how the complaint will be dealt with and how long it is expected to take. If a complaint raises issues that require notification or consultation with an external body, the notification or consultation will occur within 3 days of those issues being identified. Formal complaints are investigated and resolved within 28 days. If the complaint is not resolved within that time period days,

the complainant will be provided with an update.