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:
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.
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.
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:
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.