FOREVER YOUNG COSMETIC COMPLAINTS POLICY & PROCEDURE (CP01)

 FYC Aesthetics Ltd trading as Forever Young Cosmetic

Document Reference: CP01
Version: V1.1
Effective Date: 29 January 2026
Last Reviewed: 29 January 2026

1. Introduction

Forever Young Cosmetic is committed to providing high-quality medical and aesthetic care in a safe, professional, and respectful environment. We recognise that, on occasion, patients may feel dissatisfied with aspects of our service.

This Complaints Policy sets out a clear, fair, and transparent process for raising and managing complaints. It should be read in conjunction with the Forever Young Cosmetic Clinic Terms and Conditions (TC01) and reflects our commitment to learning, improvement, and patient safety.

2. Aims and Objectives

This policy aims to:

• Provide a clear and accessible process for making a complaint
• Ensure complaints are handled promptly, fairly, and consistently
• Ensure concerns are acknowledged, investigated, and responded to appropriately
• Promote learning and service improvement from patient feedback
• Ensure compliance with professional, regulatory, and legal requirements

3. Scope

This policy applies to:

• All patients and service users
• All staff, contractors, and healthcare professionals working within the clinic
• Any individual affected by services provided by Forever Young Cosmetic

4. How to Make a Complaint

Complaints may be made:

• In person
• By telephone
• By email
• In writing

Patients are encouraged to raise concerns as soon as reasonably possible and to provide sufficient information to support investigation, including relevant dates, names, and details of the issue.

Complaints may be made by the patient or, where appropriate consent is provided, by a representative acting on the patient’s behalf.

5. Acknowledgement of Complaints

All complaints will be formally acknowledged within 14 working days of receipt.

The acknowledgement will confirm:
• That the complaint has been received
• Who will be responsible for handling the complaint
• The next steps in the process
• An estimated timeframe for response

6. Investigation

• All complaints will be investigated thoroughly, objectively, and fairly
• Investigations will be conducted by a senior member of staff or appropriate representative who was not directly involved in the matter being complained about, where reasonably practicable
• Relevant clinical records, policies, staff statements, and other evidence will be reviewed as part of the investigation

7. Response

A written response will normally be provided within 30 working days of acknowledgement, where reasonably practicable.

The response will include:
• A summary of the complaint
• The findings of the investigation
• Any actions taken or proposed as a result of the complaint

If a full response cannot be provided within this timeframe, the complainant will be informed of the reasons for the delay and provided with an updated response date.

8. Confidentiality and Data Protection

All complaints will be handled with strict confidentiality and in accordance with the Data Protection Act 2018 and UK General Data Protection Regulation (UK GDPR).

Information will only be shared with individuals who require access for the purpose of investigating and resolving the complaint.

9. Escalation and Patient Rights

If a patient remains dissatisfied after completion of the clinic’s complaints procedure, they may raise their concerns with an appropriate external body, such as the Nursing and Midwifery Council (NMC) in relation to professional conduct, or the MHRA Yellow Card Scheme for medicine or medical device safety concerns.

This complaints process does not affect a patient’s statutory or legal rights.

10. Learning and Service Improvement

Complaints are reviewed to identify themes, risks, and opportunities for learning.
Where appropriate, changes to clinical practice, training, policies, or procedures will be implemented to improve patient safety and service quality.

11. Review of Policy

This policy will be reviewed regularly and updated as required to reflect:

• Changes in legislation
• Regulatory or professional guidance
• Operational or clinical practice developments

12. Policy Implementation

All staff are expected to:

• Be familiar with this policy
• Act professionally and respectfully when handling complaints
• Escalate complaints appropriately in line with this procedure

13. Contact Details for Complaints

Complaints Officer: Andrew Lewis
Forever Young Cosmetic
Unit B, The Old Granary Business Units
Pyle Road, Nottage
CF36 3TF

Telephone: 01656 760365
Email: info@foreveryoungcosmetic.co.uk

*This Complaints Policy should be read in conjunction with the Forever Young Cosmetic Clinic Terms and Conditions (TC01).

End of Document