Complaints Policy

At Le Formulaire, we strive to provide exceptional medical aesthetic services and prioritise patient satisfaction. However, we understand that there may be instances where you may not be completely satisfied with our services. We take all complaints seriously and are committed to resolving them promptly and fairly. This policy outlines the procedure for making a complaint and our commitment to addressing and resolving any issues you may have.

(Please note that if your complaint relates to a treatment outcome, this is best raised immediately with our medical staff to out rule an emergency that needs prompts intervention. The emergency contact details are provided on your aftercare form.)

1. Making a Complaint:

a. All complaints should be submitted in writing to our clinic director. You can do this by:

  • Sending a letter to our clinic address (AND/OR)

  • Emailing us at hello@leformulaire.com

b. When submitting a complaint, please include the following information:

  • Your full name and contact details

  • Date of the incident or issue

  • A detailed description of the complaint, including relevant dates, names of staff members involved, and any supporting documentation or evidence.

2. Complaint Acknowledgement:

a. Upon receiving your complaint, we will acknowledge its receipt within 7 working days, either in writing or via email.

The acknowledgement will include the name and contact details of the person responsible for handling your complaint.

3. Complaint Investigation:

a. We will conduct a thorough investigation into your complaint, which may involve:

  • Reviewing relevant records, documents, and communication

  • Interviewing staff members involved in the incident or issue

  • Consulting with relevant medical professionals or external experts, if necessary

b. We will handle your complaint with confidentiality and discretion, ensuring that only the individuals directly involved in the investigation have access to the information provided.

4. Complaint Resolution:

a. We aim to resolve all complaints within 30 working days from the date of receipt. However, more complex cases may require additional time for investigation and resolution. If this is the case, we will provide you with regular updates on the progress of your complaint.

b. Once the investigation is complete, we will provide you with a written response outlining our findings and any appropriate actions taken or proposed.

5. Appeal Process:

a. If you are dissatisfied with the outcome of the complaint resolution, you have the right to appeal the decision.

b. To initiate the appeal process, you should submit a written request to our clinic director or designated complaints officer within 7 working days of receiving the response to your complaint.

c. The appeal will be reviewed by the director of our organisation or a nominated person who was not previously involved in the investigation or resolution of your complaint.

d. You will receive a written response regarding the outcome of the appeal within 7 working days of its receipt.

6. External Resolution:

a. If you remain unsatisfied with the outcome of our internal complaint resolution and appeal process, you have the right to seek external resolution through appropriate regulatory bodies or authorities.

7. Continuous Improvement:

We view complaints as opportunities for improvement. We will use the information obtained from complaints to assess our processes and procedures, identify areas for improvement, and take appropriate corrective actions to prevent similar issues from recurring in the future.