Complaints Policy

Purpose of this policy

This policy explains how clients, representatives and members of the public can raise concerns or complaints about services provided by Vlasova Clinic.

It applies to aesthetic and cosmetic procedures including injectable treatments, dermal fillers, facial treatments, skin treatments, consultations, aftercare and other procedures provided by or on behalf of the clinic.

Our aim is to ensure complaints are handled fairly, promptly, confidentially and without discrimination. Making a complaint will not negatively affect the standard of care or service provided to the complainant.

Medical emergencies and urgent complications

Clients experiencing an urgent concern following a treatment should contact the clinic as soon as possible using the aftercare contact details supplied at the time of treatment.

Where appropriate, the clinic may advise the client to contact NHS 111, their GP, a pharmacist, an urgent treatment centre, an accident and emergency department or the emergency services.

Submitting a complaint does not replace obtaining appropriate medical assessment or emergency treatment.

Complaints covered by this policy

A complaint may relate to any aspect of the client's experience, including:

• An adverse reaction, unexpected side effect or complication following treatment.
• Concerns about swelling, infection, asymmetry, vascular complications, pain or healing.
• Dissatisfaction with the appearance or outcome of a treatment.
• Concerns about consultation, informed consent, treatment suitability or pre-treatment assessment.
• Concerns about the explanation of risks, limitations or expected results.
• Problems with aftercare instructions, follow-up care or access to support.
• Concerns regarding practitioner conduct, qualifications, communication or professionalism.
• Concerns regarding hygiene, infection control, equipment, products or the treatment environment.
• Concerns relating to product selection, dosage, administration or record keeping.
• Fees, deposits, cancellations, refunds or other payment matters.
• Confidentiality, privacy or the handling of personal and medical information.
• Any allegation that the service was not performed with reasonable care and skill.

How to make a complaint

Complaints may initially be raised in person, by telephone, by email or by using the form on this page. To avoid misunderstandings and to maintain an accurate record, the clinic may ask that a verbal complaint is confirmed in writing.

Written complaints should include, where possible:

• The client's full name and contact information.
• The date and type of treatment.
• The name of the treating practitioner.
• A clear description of what happened.
• Details of symptoms, complications or medical advice received.
• Relevant photographs, documents or correspondence.
• The outcome or resolution being requested.

A complaint may be made by a representative acting on behalf of a client. We may require the client's written permission before discussing medical, treatment or personal information with the representative.

Complaint-handling timeframes

We aim to acknowledge a formal complaint within 3 working days of receipt.

We aim to complete our investigation and provide a written response within 20 working days .

Some complaints, particularly those involving clinical complications, third-party information, insurers, prescribers or independent professional advice, may take longer to investigate.

Where additional time is required, the complainant will be informed of:

• The reason for the delay.
• The current stage of the investigation.
• Any further information required.
• The revised target response date.

Investigation process

Complaints will normally be reviewed by the clinic manager or another suitably authorised person who is able to consider the matter fairly.

The investigation may include:

1. Reviewing the complaint and desired resolution.
2. Assessing whether immediate clinical action or referral is required.
3. Reviewing consultation notes, consent records, treatment records, photographs and aftercare records.
4. Obtaining a written account from the practitioner or staff members involved.
5. Reviewing product details, batch numbers, dosage records and supplier information where relevant.
6. Asking the complainant for further information, photographs or medical documentation.
7. Consulting an insurer, prescriber, medical practitioner or independent specialist where appropriate.
8. Considering whether policies, procedures, training or risk controls require improvement.

Clinical records will not be improperly amended or retrospectively rewritten. Any later addition or clarification should be identifiable, dated and recorded appropriately.

Possible outcomes and corrective action

After considering the available evidence, the clinic will provide a written response explaining its findings and, where appropriate, any action to be taken.

Depending on the circumstances, an outcome may include:

• An explanation or clarification.
• An apology.
• A follow-up assessment.
• Appropriate clinical management or referral to another healthcare professional.
• Corrective treatment, where clinically appropriate and agreed.
• A full or partial refund where legally or contractually appropriate.
• Additional staff training or supervision.
• Changes to consent, assessment, treatment or aftercare procedures.
• Changes to product, equipment, supplier or record-keeping controls.
• Referral to the clinic's insurer or relevant professional body.

A particular aesthetic result cannot be guaranteed. However, this does not affect a client's statutory rights, including the right for services to be performed with reasonable care and skill.

Confidentiality and personal information

Complaint information will be treated confidentially and accessed only by those who reasonably need it to assess, investigate, respond to or learn from the complaint.

Complaints concerning treatment, symptoms, medication or medical history may contain health information. Health information is treated as special-category personal data and requires additional protection.

Information may be shared where reasonably necessary with the treating practitioner, clinic management, prescriber, insurer, legal adviser, medical adviser, laboratory, product supplier, regulator or another healthcare professional.

Information may also be disclosed where required by law, to protect a person's vital interests, to respond to a safeguarding concern or for the establishment, exercise or defence of legal claims.

Complaint records will be retained securely in accordance with the clinic's record-retention obligations, insurance requirements and privacy policy.

Escalating an unresolved complaint

A complainant who remains dissatisfied should first ask the clinic to review its response and explain which issues remain unresolved.

Depending on the nature of the treatment, the practitioner's registration and the clinic's regulatory status, the complainant may also seek information or raise concerns with:

• Citizens Advice Consumer Service or the relevant Trading Standards service for consumer-rights issues.
• The Care Quality Commission where the complaint concerns a service or regulated activity that falls within CQC's scope. The CQC receives information and concerns but does not normally resolve individual complaints on behalf of clients.
• The Joint Council for Cosmetic Practitioners where the practitioner or clinic is registered with it and the concern falls within its procedures.
• A relevant professional regulator, such as the General Medical Council, Nursing and Midwifery Council, General Dental Council, General Pharmaceutical Council or Health and Care Professions Council, where applicable.
• The Information Commissioner's Office for unresolved concerns about personal-data handling.
• An insurer, mediation provider, legal adviser or the courts where appropriate.

The appropriate escalation route depends on the particular treatment and the professional status of the person who provided or prescribed it. The clinic will provide relevant registration and insurance information where it is legally required and appropriate to do so.

Learning and continuous improvement

Complaints will be reviewed periodically to identify recurring issues, risks and opportunities for improvement.

Reviews may consider:

• Types and frequency of complaints.
• Products or procedures associated with concerns.
• Consent and consultation quality.
• Aftercare and emergency-response arrangements.
• Practitioner training and supervision.
• Hygiene and infection-control procedures.
• Record keeping and communication.
• Whether previous corrective action was effective.

Complaint information may be anonymised and used for training, quality assurance, auditing and service improvement.

Policy ownership and review

Policy owner: Anastasia Vlasova, Management / Practitioner

Business: VLASOVA COSMETOLOGIST LTD

Company number: 15706539

Effective date: 29 July 2026

This policy should be reviewed at least annually and whenever there is a significant change to the clinic's treatments, staffing, insurance, legal obligations or regulatory status.