Privacy Policy

1. Purpose and Scope

Revitalise Aesthetics is committed to providing safe, effective and patient-centred care. We recognise that, despite our best efforts, patients may occasionally have concerns or complaints about their experience or treatment outcomes. This policy sets out our procedure for receiving, investigating and responding to complaints in a fair, transparent and timely manner.

This policy applies to all patients, prospective patients, and any person acting on behalf of a patient at Revitalise Aesthetics.

2. Our Commitment

We will:

• Take all complaints seriously and treat complainants with respect and courtesy
• Acknowledge all complaints promptly and within the timeframes set out in this policy
• Investigate thoroughly, impartially and without prejudice
• Keep complainants informed of progress throughout the process
• Provide a clear written response with explanations and, where appropriate, an apology
• Use complaints as an opportunity to identify and implement service improvements
• Maintain confidentiality in accordance with our Data Protection Policy and UK GDPR

3. How to Make a Complaint

Complaints may be submitted in any of the following ways:

• By email: info@revitaliseaestheticsclinic.co.uk
• In writing: Revitalise Aesthetics, 6–8 Castle Street, Liverpool L2 0NB
• In person: by requesting to speak with one of our doctors during a clinic session

We encourage complaints to be raised as soon as possible and, where possible, within 12 months of the incident or event in question. Complaints received outside this timeframe will be considered at the discretion of the clinical leads.

4. Complaints Procedure

Stage 1 — Acknowledgement

All complaints will be acknowledged within 7 working days of receipt. The acknowledgement will confirm that the complaint has been received, provide the name of the person handling it, and set out the expected timeline for a full response.

Stage 2 — Investigation

The complaint will be investigated by the clinical leads, Dr Amy and Dr Misha. The investigation may include:

• Review of clinical records, consent forms and treatment notes
• Discussion with the treating clinician
• Review of any relevant photographic records
• Consideration of clinical guidelines and best practice standards

Stage 3 — Response

A full written response will be provided within 28 calendar days of receiving the complaint. If the investigation requires additional time, you will be notified and given a revised timeframe. The written response will include:

• A summary of the complaint as understood
• The findings of the investigation
• An explanation of what happened and why
• An apology where the investigation identifies that things could have been handled better
• Any corrective actions or changes being made as a result

5. Escalation and External Bodies

If you remain dissatisfied following our internal complaints process, you have the right to refer your complaint to an independent external body. We will signpost you to:

• The Independent Healthcare Complaints Adjudicator (IHCA) — an independent service for resolving complaints about private healthcare providers
• The General Medical Council (GMC) — where concerns relate to the professional conduct or fitness to practise of either of our doctors

Details of these organisations will be included in any final response letter.

6. Record Keeping

All complaints and their outcomes are recorded and retained securely in accordance with our Data Protection Policy. Records are retained for a minimum of seven years. Complaint records are reviewed periodically to identify trends and opportunities for service improvement.

7. Confidentiality

All complaints are handled in strict confidence. Information will only be shared with those directly involved in investigating the complaint or where disclosure is required by law. You retain the right to raise concerns anonymously, though this may limit our ability to investigate or respond fully.

8. Learning from Complaints

We regard complaints as a valuable source of feedback. Where a complaint identifies a systemic issue, a clinical risk or an opportunity for improvement, we will take appropriate corrective action and review our procedures accordingly.

9. Policy Review

This policy is reviewed annually and updated as required to reflect changes in regulation or best practice. Next review date: March 2027.

Revitalise Aesthetics · Dr G Aesthetics Ltd · 6–8 Castle Street, Liverpool L2 0NB · Privacy Policy · Terms of Use