Complaints Policy

A D Aesthetics Pharmacist Ltd
Effective Date: 01 April 2026
Review Date: 01 April 2028

1. Purpose of This Policy

At AD Aesthetics Pharmacist we are committed to providing safe, effective, and high-quality medical aesthetic treatments and an excellent patient experience. We welcome feedback and recognise that, occasionally, patients may feel dissatisfied with aspects of our service.

This complaints policy explains how patients can raise concerns, how complaints will be managed, and how we will use feedback to improve our services.

We aim to handle all complaints fairly, confidentially, and professionally, ensuring that every patient feels listened to and respected.

2. Scope

This policy applies to complaints relating to:

  • Clinical care and treatment outcomes

  • Patient safety concerns

  • Communication or consultation processes

  • Staff behaviour or professionalism

  • Waiting times or appointment management

  • Treatment information provided

  • Administrative processes

  • Privacy, confidentiality, or consent concerns

3. Our Commitment

We will:

  • Treat all complaints seriously and with respect

  • Listen carefully and acknowledge concerns without judgement

  • Investigate complaints thoroughly and fairly

  • Maintain patient confidentiality throughout the process

  • Provide a clear response within a reasonable timeframe

  • Use feedback to improve our services and patient care

Making a complaint will not affect a patient’s access to future treatment or care.

4. How to Make a Complaint

Patients can raise a complaint by:

Email: aimee.duarte996@gmail.com
Telephone: 07961 006513
Post: Abbey Pharmacy, 83 Cheap Street, Sherborne, DT9 3BA
In person: Speaking with a member of the clinic team

Complaints should ideally include:

  • Patient name and contact details

  • Details of the concern

  • Date(s) of treatment or appointment

  • Name of the practitioner involved (if known)

  • What outcome the patient would like to achieve

Patients are encouraged to raise concerns as soon as possible, ideally within 12 months of the event, although we will consider complaints outside this timeframe where there are valid reasons for delay.

5. Complaints Handling Process

Stage 1: Acknowledgement

We will acknowledge receipt of a complaint within 3 working days.

The acknowledgement will confirm:

  • Who is managing the complaint

  • The next steps in the process

  • The expected timeframe for a response

Stage 2: Investigation

The complaint will be reviewed by an appropriate member of the clinic team, which may include the clinic manager, registered healthcare professional, or designated complaints lead.

The investigation may involve:

  • Reviewing clinical notes and treatment records

  • Reviewing consultation documentation and consent forms

  • Speaking with relevant staff members

  • Reviewing photographs or treatment records where appropriate

  • Considering relevant clinical guidance and procedures

Stage 3: Response

We aim to provide a full written response within 20 working days.

Our response will include:

  • A summary of the complaint

  • Findings from our investigation

  • An explanation of what happened

  • Any apologies where appropriate

  • Actions taken or planned to prevent recurrence

  • Information about further steps available if the patient remains dissatisfied

If the investigation requires more time, we will update the patient and explain the reason for the delay.

6. Clinical Concerns and Adverse Events

Where a complaint relates to a clinical concern, complication, or possible adverse event, we will ensure that:

  • The patient receives appropriate clinical advice and support

  • The concern is reviewed by an appropriately qualified clinician

  • Any necessary follow-up care is discussed

  • The incident is documented and reviewed according to our clinical governance procedures

Patient safety remains our priority.

7. Confidentiality and Data Protection

All complaints will be handled confidentially in accordance with applicable data protection legislation, including the UK General Data Protection Regulation (UK GDPR) where applicable.

Information relating to a complaint will only be shared with individuals involved in investigating and resolving the concern.

8. Learning From Complaints

Complaints are an important opportunity to improve our services.

We will:

  • Record complaints and outcomes

  • Identify recurring issues

  • Review policies and procedures where needed

  • Provide additional staff training where appropriate

  • Share learning points with the team while maintaining confidentiality

9. Unreasonable or Abusive Behaviour

We are committed to treating all patients with respect. We ask that patients communicate with our team in a respectful manner.

We may take appropriate steps to manage complaints where behaviour becomes threatening, abusive, discriminatory, or prevents us from resolving concerns effectively.

10. If You Remain Dissatisfied

If you remain unhappy after receiving our final response, you may seek advice from relevant professional or regulatory organisations depending on the nature of your concern.

Examples may include:

  • The healthcare professional’s regulatory body

  • Relevant professional associations

  • Appropriate complaints or dispute resolution services

11. Policy Review

This complaints policy will be reviewed regularly to ensure it remains effective, up to date, and aligned with best practice.

Policy Owner: Aimee Duarte (Owner/Clinical Lead)
Approved by: Aimee Duarte
Date: 01 April 2026
Next Review Date: 01 April 2028