At Vysana Clinic, we are committed to providing the highest standards of clinical care and customer service. We welcome feedback from our patients and take all concerns seriously.
If you are unhappy with any aspect of the service you have received, we encourage you to let us know so we can investigate promptly and make any necessary improvements.
How to Make a Complaint
Complaints can be made verbally or in writing.
You may contact us via:
- Telephone
- Letter
- In person at the clinic
If you require assistance in making a complaint, including support with language or accessibility needs, please let us know, and we will provide reasonable assistance.
We ask that complaints are raised as soon as possible and ideally within 6 months of the issue arising. However, complaints outside of this timeframe may still be considered where there is a good reason for delay.
What Happens Next?
We operate a two-stage complaints process.
Stage 1 – Clinic Review
Your complaint will be acknowledged within 3 working days.
The Clinic Manager will review the matter and may contact you to discuss your concerns further. We aim to provide a full written response within 20 working days.
If the investigation takes longer, we will keep you informed of progress and provide updates at least every 20 working days until the matter is resolved.
Where appropriate, you may be invited to attend a meeting to discuss your concerns. All discussions will be documented and confirmed in writing.
Stage 2 – Director Review
If you remain dissatisfied following Stage 1, you may request a further review by the Clinic Director within 6 months of the Stage 1 response.
The Director will conduct an independent review of the complaint and provide a written response.
Independent Organisations
If you remain dissatisfied after completing our complaints process, you may contact the following organisations:
Care Quality Commission (CQC)
The independent regulator of health and social care services in England
Telephone: 03000 616161
Website: www.cqc.org.uk
Cosmetic Redress Scheme (CRS)
Telephone: 0203 907 1853
Email: info@cosmeticredress.co.uk
Trading Standards
Chartered Trading Standards Institute
Website: https://www.tradingstandards.uk/consumers/support-advice
Our Commitment
We treat all complaints confidentially and without discrimination. Making a complaint will not affect the care or treatment you receive from our clinic.
Complaints are reviewed as part of our clinical governance process to support ongoing improvement of our services.