Skip to content 
Complaints Policy – AesthetiCare Clinic
At AesthetiCare Clinic, patient safety, trust, satisfaction and high standards of care are central to our practice. We are committed to providing a professional and respectful service at all times.
If you are unhappy with any aspect of your care, we encourage you to let us know. We take complaints seriously and view them as an opportunity to learn and improve.
How to Raise a Concern or Complaint
If you wish to make a complaint, please contact us in writing using the details below:
Email: admin@aestheticareclinic.co.uk
Please include:
Your full name
Date(s) of treatment
A clear description of your concern
Your preferred contact details
If you require assistance in making your complaint, we will do our best to support you.
Our Complaints Process
Our procedure follows the principles of the ISCAS Code of Practice for Complaints Management.
Stage 1 – Local Resolution (AesthetiCare Clinic)
We will acknowledge your complaint within 3–5 working days.
We will investigate your concerns thoroughly and fairly.
A full written response will normally be provided within 20 working days.
If further time is required, we will inform you and provide an updated timescale.
We aim to resolve concerns directly, openly, and respectfully wherever possible.
Stage 2 – Independent Doctors Federation (IDF)
If you are not satisfied with our response, you may escalate your complaint to the Independent Doctors Federation (IDF), with whom we are registered.
The IDF operates a structured complaints resolution process in line with the ISCAS Code.
Details of how to escalate your complaint will be provided in our final response letter, or can be found on the IDF website.
Stage 3 – Independent Adjudication (ISCAS)
If the complaint remains unresolved after Stage 2, it may be referred to ISCAS (Independent Sector Complaints Adjudication Service) for independent external review.
ISCAS provides independent adjudication for complaints relating to private healthcare services.
Further information about ISCAS can be found at:
https://iscas.cedr.com
Our Commitment
We will:
Treat your complaint seriously and confidentially
Investigate concerns impartially
Keep clear records of complaints and outcomes
Use feedback to improve our services
Ensure your care is not affected as a result of raising a concern
Raising a complaint will not negatively impact your future care.
Learning and Improvement
All complaints are reviewed to identify learning points and improve patient experience, safety, and communication.
We are committed to continuous professional development and maintaining standards in line with GMC Good Medical Practice and the ISCAS Code of Practice.
Accessibility
This policy is available on our website and can be provided in alternative formats upon request.