Complaints Procedure

All complaints will be dealt with quickly and effectively between the individuals concerned and any justified grievances will be promptly remedied.

All complaints should be sent to:

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

or

[email protected]

Procedure for the handling of complaints:

All complaints will be fully investigated by the Registered Manager.

  1. All complainants will receive a written acknowledgment within 2 working days of the complaint.
  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 complaint process they may request a review of the outcome which will be:

  • First – a member of staff who is independent of the complaint and of the initial investigation. Such review will be completed within 10 working days.
  • Second – if necessary an external review will be completed which will be completed by a suitably qualified professional.
 

If the complainant is still unsatisfied then mediation should be pursued.

Independent Arbitration Organisation 
International Dispute Resolution Centre

70 Fleet Street
London, EC4Y IEU

Centre for Effective Dispute Resolution

Web: www.ced.com
Tel: +44 (0)20 7536 6000

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 any remedial action.
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