We aim to resolve any issues you have quickly and professionally. You will be invited to bring any complaint to the nurse prescriber or administration staff with whom you have been dealing. If you still feel unhappy after this initial approach, you may initiate a formal complaint to be sent in writing.

Step one – Please submit all formal complaints in writing, providing as much detail as possible with your contact details. Any personal data you provide with be handled under the Data Protection Act 1998.

Please send your written complaint to:

Pearl Aesthetics Clinic Complaints Officer

(Address)

If you cannot send a written complaint, please email it to us at [email protected] with the subject line ‘Formal Procedure Complaint’.

In every case the clinic will:

Send you an acknowledgement of the receipt of your complaint. Typically, we will issue an email or letter within two working days of receiving your complaint.

We will treat your complaint professionally and confidentially.

Carry out a thorough investigation surrounding your complaint.

We will aim to provide a written reply with a full breakdown of our investigation within 20 working days. Where this is not possible, we will let you know when you should expect a reply.

Apologise if the problem has been caused by us and if we have made a mistake.

Inform you how we have corrected things to ensure it does not happen again.

Formal Procedures – Step 2

If you are still unsatisfied with our informal and step 1 formal procedure response. You can write to us again explaining your reasons clearly. We will aim to reply within 20 working days, if we cannot meet this deadline, we will advise you when you can expect a response. Please be aware, you will be advised that you have reached the end of the steps in the Pearl Aesthetics complaints procedures.