Complaints Policy
Clinic Name: Samantha Grant Aesthetics
Clinic Address: Unit J, the old boiler house, Menzies road, Whitfield, Dover, Ct162hq
Policy Owner: Registered Nurse / Clinic Director
Clinical Lead: Samantha Furness
Effective Date: 01/01/2026
Review Date: 01/01/2027
1. Purpose
At Samantha Grant Aesthetics, we are committed to providing safe, effective and professional aesthetic treatments and to ensuring that all patients are treated with dignity, respect and compassion.
We recognise that patients may occasionally have concerns or feel dissatisfied with their experience or treatment outcome. We welcome complaints and feedback as an opportunity to understand our patients’ concerns, identify areas for improvement and maintain high standards of clinical care.
All complaints will be taken seriously and handled fairly, respectfully, confidentially and without discrimination.
A patient will not be treated adversely or disadvantaged because they have raised a genuine complaint or concern.
2. Scope
This policy applies to all complaints relating to services provided by Samantha Grant Aesthetics, including complaints concerning:
Aesthetic consultations and treatments.
Injectable treatments, including anti-wrinkle treatments and dermal fillers.
Skin treatments and other aesthetic procedures.
Clinical assessment and treatment planning.
Consent and information provided before treatment.
Aftercare and follow-up.
Treatment outcomes or complications.
Communication with patients.
Staff conduct or professionalism.
Appointment management.
Fees, payments, cancellations or refunds.
Privacy, dignity and confidentiality.
Infection prevention and cleanliness.
Any other aspect of the patient’s experience.
Where a complaint raises a potential clinical safety concern, it will be managed alongside the appropriate clinical assessment and treatment process.
3. Our Commitment to Patients
Patients can expect us to:
Listen to their concerns.
Treat them respectfully and without judgement.
Investigate complaints objectively.
Maintain confidentiality.
Provide appropriate clinical assessment where required.
Explain our findings clearly.
Be open about any mistakes or shortcomings identified.
Take appropriate action to reduce the risk of similar incidents occurring.
Learn from complaints and patient feedback.
4. Making a Complaint
Patients are encouraged to raise concerns as soon as reasonably possible.
Complaints can be made:
In person:
To the Registered Nurse or Clinic Manager.
By telephone: 07379 643492
By email:
contact@samanthagrantaesthetics.co.uk
In writing:
Unit J, The old boiler house, Menzies road, Whitfield CT162HQ
A complaint does not have to be submitted using a particular form or in a particular format.
Where a complaint is made verbally, the member of staff receiving it should make an accurate record of the concerns raised and escalate the matter appropriately.
5. Complaints Made on Behalf of a Patient
A complaint may be made by a representative on behalf of a patient.
Where the complaint involves confidential clinical or personal information, we will normally require the patient’s consent before discussing that information with a third party.
Consent may not be required where there is a lawful basis for disclosure, such as where safeguarding or other legal obligations apply.
6. Complaints Involving Clinical Care
Where a complaint relates to clinical care provided by a registered nurse, the complaint will be reviewed by the Clinical Lead or another appropriately qualified person who has not been directly involved in the matter, where reasonably practicable.
The investigation may include reviewing:
Consultation records.
Clinical notes.
Consent documentation.
Treatment records.
Pre- and post-treatment photographs, where available and appropriate.
Aftercare advice.
Correspondence and communications.
Relevant policies and procedures.
Information relating to any adverse event or complication.
Where necessary, appropriate clinical advice will be sought.
The complaints process will not replace or delay appropriate clinical assessment or treatment.
7. Clinical Safety and Urgent Concerns
Patient safety takes priority over the complaints process.
If a patient contacts the clinic with symptoms that may indicate a complication following treatment, the concern will be clinically assessed and escalated appropriately.
Depending on the circumstances, the patient may be advised to:
Attend the clinic for urgent assessment.
Contact their GP.
Contact NHS 111.
Attend an Accident & Emergency department.
Contact emergency services by calling 999.
Where appropriate, the Registered Nurse will document the clinical advice provided and any actions taken.
Potential serious adverse events will be escalated in accordance with the clinic’s clinical governance and incident-reporting procedures.
8. Acknowledgement
Written complaints will normally be acknowledged within 3 working days of receipt.
The acknowledgement will confirm:
That the complaint has been received.
Who will be responsible for investigating it.
The anticipated timescale for the investigation.
How the patient can provide additional information if required.
9. Investigation
Complaints will be investigated fairly, objectively and proportionately.
Where possible, the investigation will be undertaken by someone who was not directly involved in the circumstances giving rise to the complaint.
The investigation may involve:
Reviewing the patient’s records.
Reviewing the treatment and consent documentation.
Speaking with relevant staff members.
Reviewing communications with the patient.
Reviewing relevant clinical photographs.
Considering relevant clinical guidance and clinic policies.
Obtaining appropriate professional or clinical advice.
Speaking with the patient where clarification is required.
The purpose of an investigation is to establish what happened, understand the patient’s concerns and identify appropriate actions.
10. Timescale for Response
We aim to provide a full written response within 20 working days of receiving the complaint.
If the investigation cannot reasonably be completed within this timeframe, the patient will be informed of the reason for the delay and provided with an updated timescale.
We will keep the patient informed where a significant delay occurs.
11. Complaint Response
The written response will, where appropriate:
Acknowledge the patient’s concerns.
Summarise the complaint.
Explain how the complaint was investigated.
Set out the relevant findings.
Explain whether the complaint has been upheld, partially upheld or not upheld, where appropriate.
Explain any actions already taken.
Identify any further actions or improvements.
Explain how the patient can escalate the complaint if they remain dissatisfied.
We will use clear and understandable language and avoid unnecessary clinical terminology.
12. Duty of Candour and Openness
Where an incident has occurred that requires an open and honest response, the clinic will communicate with the patient appropriately and in accordance with applicable professional and regulatory requirements.
Where something has gone wrong, we will provide an honest explanation of what is known, what is being investigated and what action is being taken.
Where appropriate, an apology will be given.
An apology is not necessarily an admission of legal liability; it is an important part of communicating openly and respectfully with patients.
13. Consent and Clinical Records
Where a complaint concerns consent, we will review the information provided to the patient before treatment, including where appropriate:
The nature and purpose of treatment.
Expected outcomes.
Material risks and potential complications.
Alternatives to treatment.
Relevant aftercare advice.
The patient’s opportunity to ask questions.
The patient’s decision to proceed.
Clinical records will be reviewed and maintained in accordance with the clinic’s record-keeping procedures and applicable professional requirements.
14. Refunds and Financial Complaints
Where a complaint concerns payment, treatment fees, cancellation charges or refunds, the matter will be reviewed against the clinic’s terms and conditions and the individual circumstances.
A refund will not automatically be provided solely because a complaint has been made.
Where a clinical concern has contributed to the complaint, the financial aspect will be considered separately from the clinical investigation where appropriate.
15. Confidentiality and Data Protection
Complaints will be handled confidentially and in accordance with applicable data protection legislation and professional confidentiality requirements.
Information will only be accessed or shared where there is an appropriate reason and lawful basis for doing so.
Complaint records will be stored securely and retained in accordance with the clinic’s record-retention policy.