Complaints Procedure

All complaints will be dealt with quickly and effectively between the individuals concerned and any justified grievances will be promptly remedied. Where the basis, or primary intention of a complaint refers to the dissatisfaction of a treatment outcome and follow-on treatment has been provided, then the complaints procedure will not apply. Our complaints procedure is for the sole purpose of investigating potential negligence or malpractice. 

All complaints should be sent to:

Berkshire Aesthetics
Attn: Registered Manager
Furze Platt Road
Maidenhead SL6 6PR


Procedure for the handling of complaints:

All complaints will initially be investigated by the Registered Manager.

  1. All complainants will receive a written acknowledgment within 2 working days of the complaint (typically via automated email response which should be accepted as notice that your complaint has been successfully submitted).
  2. The complainant will receive a written response within 21 working days or a written explanation of why the response is taking longer and when they can expect a response. A full response will be provided within 5 working days of a conclusion being reached.
  3. All staff involved in a complaint will be informed of the outcome and advised on preventing recurrence.
  4. Upon completion of a complaint, a full written report will be made including any recommendations and actions by the Registered Manager.

Where a complainant is not satisfied at the conclusion of the investigation, they may request a review of the investigation within 10 working days of the investigation report being issued. In order to progress with a review the complainant must set out in writing the basis on which they believe the initial investigation has failed to address their concerns. The written objection must be received no later than 15 working days of the investigation report being issued.

  • First review – a member of staff who is independent of the complaint and of the investigation. Such review will be completed within 10 working days of receipt of the written objection and will assess whether any aspect of the investigation was inadequate. Where the investigation is found to be lacking then the Registered Manager will be entitled to a make any reasonable steps to rectify this. 
  • Second review – if necessary an external review will be completed which will be directed to a suitably qualified professional or adjudication service. Please note that this stage will only look at whether we have followed our processes and made a reasonable effort to investigate the concerns, provided the complainant with a sufficient explanation, and whether the necessary recommendations and actions were taken. 

How your complaint will be investigated:

The Registered Manager will conduct an investigation and will gather information. This will lead to a full written report being produced and made available to those concerned.

The investigation will include:

  1. Speaking to all persons concerned as well as manufacturers and suppliers where necessary
  2. Reviewing records and other documents
  3. Producing a written summary of the facts of the complaint
  4. Producing responses to written complaints
  5. Completing the appropriate records of the complaint
  6. Informing all relevant parties as to the outcome of the complaint and taking any remedial action required 
The complaints procedure and any outcome is confidential. It is expected that a complainant refrains from making any public statement regarding their concerns. Should a patient make any public statement then the clinic reserves the right to cease the complaints procedure until such statements are withdrawn. The clinic welcomes feedback and comment but asks that patient’s use the complaints process rather then online review sites as a means of resolving their concerns.

It should be noted that treatment outcomes or any particular result are never promised, warranted, or guaranteed. All patients acknowledge this as part of the treatment consenting process. Any claims made by patients that a particular outcome was guaranteed will be dismissed as patients must accept that the treatments are medical in nature. While the clinic only offers treatments that are assessed as suitable and likely to achieve the expected outcome, disparities in outcomes and the extent of the outcome, if at all, can vary significantly from patient to patient. Payments made to Berkshire Aesthetics or any of its associates, partners, contractors or other related party are for the delivery of the treatment only and not for a particular outcome or result. No promise of any particular outcome is offered to patients either directly or implied. While every effort is made to provide patients with their desired outcomes, the nature of medical treatments offered by the clinic means that many factors impacting the outcome are beyond the control of the practitioner. The factors that affect outcomes are both known and unknown, and while a great deal of effort is made to assess the suitability of a patient for treatment outcomes, as well as possible complications, can not be known with absolute certainty prior to treatment. Every practitioner has undergone the necessary training to assess a patient and adequately deliver the treatment for which they have been certified. Practitioners follow the appropriate procedures and protocols and work in a manner that is both safe and effective. Regardless of the care taken, it should be noted that any treatment does carry the risk of complications that are explained prior to the treatment being delivered. Should a patient suspect a complication, no matter how minor, it should be reported to the clinic as soon as possible for investigation and assessment. The purpose of the complaints procedure is to give the treatment provider an opportunity to address any patient concerns and provide the patient with an explanation of what happened. Where any fault is identified then the appropriate action will be taken.

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