OUR COMMITMENT — Be Elite Aesthetics is committed to providing the highest standard of care. We value your feedback and take all complaints seriously. If you are unhappy with any aspect of our service, treatment, or the conduct of a member of our team, we want to hear from you so that we can put things right and learn from your experience.
INFORMAL RESOLUTION — In the first instance, we encourage you to raise your concern directly with your practitioner or our reception team. Many issues can be resolved quickly and informally at this stage. If you are not comfortable raising the matter in person, you may contact us by email at hello@beelite.clinic.
FORMAL COMPLAINT PROCEDURE — If your concern is not resolved informally, or if you wish to make a formal complaint, please write to us: Email: hello@beelite.clinic; Post: Be Elite Aesthetics, [Clinic Address]. Your complaint should include: your full name and contact details; the date(s) and nature of the issue; the name of the practitioner or staff member involved (if applicable); what outcome you are seeking; and any supporting documentation or photographs.
WHAT HAPPENS NEXT — Stage 1: Acknowledgement — We will acknowledge receipt of your complaint in writing within 2 working days. Stage 2: Investigation — A senior member of staff who was not directly involved in the matter will investigate your complaint. We may contact you to discuss the matter further or request additional information. Stage 3: Response — We aim to provide a full written response within 20 working days of receiving your complaint. If the investigation requires more time, we will notify you of the expected timeframe. Stage 4: Resolution — Our response will detail the findings of our investigation, any action we intend to take, and any remedies offered.
IF YOU REMAIN DISSATISFIED — If you are not satisfied with our response, you may request an internal review by a different senior member of staff. Beyond our internal process, you may escalate your complaint to the following external bodies as appropriate:
For complaints about a doctor: General Medical Council (GMC) — gmc-uk.org, telephone 0161 923 6602. For complaints about a nurse or midwife: Nursing and Midwifery Council (NMC) — nmc.org.uk, telephone 020 7333 9333. For complaints about a pharmacist prescriber: General Pharmaceutical Council (GPhC) — pharmacyregulation.org. For complaints about data protection: Information Commissioner's Office (ICO) — ico.org.uk, telephone 0303 123 1113. You may also contact the Joint Council for Cosmetic Practitioners (JCCP) at jccp.org.uk or the Cosmetic Practice Standards Authority (CPSA). If your complaint relates to a potential criminal matter, you should contact the police.
CONFIDENTIALITY — All complaints are treated in the strictest confidence. Information will only be shared with those who need to know in order to investigate and resolve your complaint. Making a complaint will not adversely affect your current or future care with us.
LEARNING FROM COMPLAINTS — We record all complaints and review them regularly to identify trends and areas for improvement. Complaint data (anonymised) may be shared with our clinical governance team to improve our practices and policies.
RECORD KEEPING — Records of formal complaints and their outcomes are retained for 10 years in accordance with our Data Retention Policy.