Complaints Policy

Policy Statement

Cardiff Cosmetic Clinic is committed to providing the highest quality care and service to all patients. We welcome feedback and recognise that complaints provide an opportunity to learn, adapt, and improve. Our complaints process is open, transparent, and focused on resolving issues promptly and fairly.

Scope

This policy applies to all staff, contractors, and patients at Cardiff Cosmetic Clinic.

Procedure for Handling Complaints

1. How to Make a Complaint

• Patients can raise concerns or complaints verbally, in writing, or via email.

• Complaints can be addressed to:
  Dr Rajeev Aggarwal
  Cardiff Cosmetic Clinic
  187 City Road, Cardiff CF24 3WD

2. Acknowledging the Complaint

• Complaints will be acknowledged in writing within 3 working days of receipt.

• The acknowledgment will outline the next steps and a timeframe for resolution (typically within 28 days).

3. Investigating the Complaint

• All complaints will be investigated by Dr Aggarwal.

• This may involve speaking with the complainant, reviewing records, and interviewing staff involved.

4. Resolving the Complaint

• Once the investigation is complete, the complainant will receive a detailed written response, including:

• An explanation of findings.
• Actions taken to resolve the issue.
• Any steps being implemented to prevent recurrence.

5. Escalation

• If the complainant is unsatisfied, they may escalate the complaint to an external body such as:

• Healthcare Inspectorate Wales (HIW)
• General Medical Council (GMC) (if related to professional conduct).

6. Monitoring and Review

• All complaints are logged and reviewed regularly to identify trends and areas for improvement.

• This policy will be reviewed annually or as required by legal or regulatory updates.