Cala Medical Aesthetics Ltd
Complaints Policy
1. Purpose
To ensure all complaints are handled fairly, promptly, and transparently.
2. Scope
Applies to all complaints raised by patients.
3. Principles
- Complaints are taken seriously
- Patients are treated respectfully
- Issues are investigated thoroughly
- Lessons are learned
4. How to Make a Complaint
Patients may complain:
- In person
- By email
- In writing
5. Process
- Acknowledge complaint within 3 working days
- Investigate the issue
- Provide a response within 20 working days
- If a response is not able to be provided within 20 working days, an update will be provided on day 20, and every 20 working days thereafter until the complaint has been responded to.
6. Investigation
Will include:
- Review of records
- Discussion with practitioner
- Consideration of clinical standards
7. Outcome
Patients will receive:
- A clear explanation
- Any actions taken
- An apology where appropriate
8. Escalation
If unresolved, patients may:
- Seek independent advice
- Contact relevant regulatory bodies
9. Documentation
All complaints must be:
- Recorded
- Stored securely
- Reviewed for learning
10. Review
Reviewed annually or after any significant complaint.
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BEGIN YOUR SKIN HEALTH JOURNEY
Book Your Consultation
Every treatment begins with a comprehensive consultation and professional skin assessment. Together, we’ll create a personalised treatment plan tailored to your skin concerns, goals and long-term skin health.
Our location
Office J1a, Innovation Centre, St Cross Business Park, Newport, Isle of Wight, PO30 5WB