Complaints Procedure of The Hair Loss Clinic (NW) Limited
Publicised Contact Details for Complaints:
Written complaints may be sent to The Hair Loss Clinic (NW) Limited at Pure Offices Suite 42, 600 Lakeview, Warrington, WA1 1RW, or by email at judith@ukhairtransplantclinics.co.uk.
Verbal complaints may be made by phone to 01925 552560.
Receiving Complaints
Complaints may arrive through channels publicised for that purpose or through any other contact details or opportunities the complainant may have.
Complaints received by telephone or in-person need to be recorded.
The person who receives a phone or in-person complaint should:
- Write down the facts of the complaint
- Take the complainant’s name, address and telephone number
- Note down the relationship of the complainant to UK Hair Transplant Clinics.
- Tell the complainant that we have a complaints procedure
- Tell the complainant what will happen next and how long it will take
- Where appropriate, ask the complainant to send a written account by post or by email so that the complaint is recorded in the complainant’s own words.
For further guidelines about handling verbal complaints, see Appendix 1
Resolving Complaints
Stage One
In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate.
Whether or not the complaint, the Head of Operations records it in the complaints log. If it has not already been resolved, they delegate an appropriate person to investigate it and to take appropriate action.
If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.
Complaints should be acknowledged by the person handling the complaint within one week. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaints procedure should be attached.
Ideally, complainants should receive a definite reply within four weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.
Whether the complaint is justified or not, the reply to the complainant should describe to action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaints.
Stage Two
If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can request that the complaint be reviewed at a higher level. At this stage, the complaint will be passed to the Owner of The Hair Loss Clinic (NW) Limited.
The request for a stage 2 level review should be acknowledged within one week of receiving it. The acknowledgement should say who will deal with the case and when the complainant can expect a reply.
The owner of The Hair Loss Clinic (NW) Limited may investigate the facts of the case themselves or delegate a suitably senior person to do so. This may involve reviewing the paperwork of the case and speaking with the person who dealt with the complaint at Stage One.
If the complaint relates to a specific person, they should be informed and given a further opportunity to respond.
The person who dealt with the original complaint at Stage One should be kept informed of what is happening.
Ideally, complainants should receive a definite reply within four weeks. If this is not possible because, for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.
Whether the complaint is upheld or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
The decision taken at this stage is final unless the owner decides it is appropriate to seek external assistance with resolution.
Stage Three
If in the event the complaint cannot be settled internally to the satisfaction of the complainant can apply to The Cosmetic Redress Scheme. They are there to:
- The cosmetic Redress Scheme offers a mediation service
- The Cosmetic Redress Scheme Ombudsman will decide on the complaint.
The cosmetic Redress Scheme can be contacted
By phone 0203 907 1853
Or by email info@cosmeticredress.co.uk
Variation of the Complaints Procedure
The Owner may vary the procedure for good reason. This may be necessary to avoid a conflict of interest, for example, a complaint about the Head of Operations should not have the Head of Operations as the person leading a Stage One review.
Monitoring and Learning from Complaints
Complaints are reviewed annually to identify trends which may indicate a need to take further action.
Complaints Policy of UK Hair Transplant Clinics
UK Hair Transplant Clinics views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person who has made the complaint.
Our Policy is:
- To provide a fair complaints procedure which is clear and easy to use for everyone wishing to make a complaint.
- To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint.
- To make sure everyone at The Hair Loss Clinic (NW) Limited knows what to do if a complaint is received.
- To make sure all complaints are investigated fairly and in a timely way
- To make sure that complaints are, wherever possible, resolved and that relationships are repaired
- To gather information which helps us to improve what we do
Definition of a Complaint
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of The Hair Loss Clinic (NW) Limited.
Where Complaint Come From
Complaints may come from any person or organisation who has a legitimate interest in The Hair Loss Clinic (NW) Limited.
A complaint can be received verbally, by phone, by email or in writing.
This policy does not cover complaints from staff, who should use the Hair Loss Clinic (NW) Limited’s Discipline and Grievance policies
Confidentiality
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
Responsibility
Overall responsibility for this policy and its implementation lies with the Head of Operations at The Hair Loss Clinic (NW) Limited.
Review
This policy is reviewed regularly and updated as required.