Complaints Procedure

Verve Medical Aesthetics is committed to providing a high-quality independent healthcare service to all patients. Clinic staff recognise that there may be occasions when patients may wish to complain about some aspect of the healthcare service which has been offered or received. If you feel you wish to discuss an issue, or indeed make a complaint, we would kindly ask that you bring this to the attention of a member of staff as soon as possible. Complaints can be made in person, by telephone, by letter, or by email. This complaints procedure ensures that your complaint will be dealt with as quickly as possible.

Verbal Complaints

If you wish to speak to someone about the Verve Medical Aesthetics please try to do so as soon as possible, preferably before you leave the clinic premises. Staff will make every effort to resolve your complaint as quickly as possible. If your concerns are not resolved to your satisfaction, you will be advised on the process to make a formal written complaint.

Written Complaints

All written complaints should be addressed to Mrs Ruth McCoubrey, Clinic Manager, to ruth@vervemedicalaesthetics.co.uk or Verve Medical Aesthetics, 515-517 Ormeau Road, Belfast, BT7 3GU.

Please describe as fully as you can the nature of your complaint stating the following information:

• what you are unhappy about
• when the incident took place, and
• what clinic staff were present at the time.

Your complaint will be acknowledged in writing within 3 working days. The Clinic Manager will carry out a full investigation of the nature of your complaint and offer to meet with you in order to resolve the issue/s. You will receive a full written response within 20 working days of the complaint being received. If a full response cannot be given within 20 working days of receiving your complaint, the Clinic Manager will write to you to explain the reason for the delay and agree a new timescale. You will receive a full written response within 5 working days of a conclusion being reached.

Citizens Advice Bureau (CAB)

You may wish to contact your local Citizens Advice Bureau for advice about making a complaint.