Complaints

Bella Vou endeavours to treat all our clients appropriately, compassionately and fairly. If however, you have a concern with any matter in relation to your treatment at Bella Vou, you are entitled to make a complaint, either in person, by telephone or in writing.

If you require assistance with making your complaint, Bella Vou will be pleased to help and support you through the process. In order to register your complaint please email us or contact us in writing to:

Complaints Department
Bella Vou Cosmetic Clinic
45-47 Market House
The Pantiles
Royal Tunbridge Wells
Kent TN2 5TE

Our promise to you

We will:

  • Listen to your complaint or concern.
  • Respond by establishing a clear, appropriate plan of action, and provide you with the relevant support and advice.
  • Improve the service we offer.

Please be assured that any complaint you make written or verbal will be treated in strict confidence and have no effect upon the level of treatment and care that you receive at the practice.

If you would prefer a family member, friend or advocate to make the complaint on your behalf, they may do so and the practice will work with them and yourself to resolve the problem. However, whilst we can receive a complaint on your behalf, we cannot provide any medical information to a third party without your authority. To discuss or provide confidential information we would require a note signed and dated by you. A member of our staff would be happy to assist you with this.

What happens next?

Complaints of a non-medical nature will be handled in their entirety by the Clinic Manager.

For treatment related matters, you will be required to attend the clinic for an informal discussion with the consultant to address your concerns initially and your medical notes updated correctly.

For complaints of a medical nature, or if compensation of a monetary value is expected the complaint will be handled by the clinical governance committee who are:

  • Clinic Director
  • Clinic Manager
  • Lead Consultant Plastic Surgeon

Stage 1

Once the complaint has been received it is recorded Complaint Register and the Clinic Manager will send an acknowledgment email/letter within 2 working days, to the complainant (if the complaint is received via email then the acknowledgement is returned via email and likewise for a letter).

A detailed response will then be made within 20 working days of receiving the complaint. During that time the Practice will conduct an investigation to find out what has happened and whether there is any need for action that can be taken to put things right. Where necessary and appropriate, a face to face meeting may be requested. If this course of action is acceptable, the Clinic Manager will clarify the agreement with the complainant (advocate), including the way in which the results of the complaint will be communicated (i.e. through meeting or by letter).

If at the end of those 20 working days we are still conducting our investigations we will notify you of the position and keep you fully informed until our investigations have been concluded.

If the complainant is dissatisfied with the outcome of the investigation and they wish to escalate their complaint to Stage 2, they must do so in writing, within 6 months of the final response to their complaint, at Stage 1.

Stage 2

If the complaint is escalated to Stage 2, the Registered Manager will acknowledge the request for a review, within 2 working days.

A full response, of the formal review, will be provided within 20 working days, or if the issues are too complex to complete the investigation within 20 days, the complainant will be informed of any delays.

If, at this stage, the complainant, is still dissatisfied, with the response to their complaint, they may then escalate their complaint to Stage 3, and the Stage 2 letter will sign post them to The Independent Sector Complaints Adjudication Service, ISCAS.

Stage 3

The complainants have the right to an independent adjudication of their complaint. Requests for independent external adjudication should be made in writing, to ISCAS within 6 months of receipt of the Stage 2 review letter.

ISCAS contact details are as follows:

ISCAS
70 Fleet Street
London EC4Y 1EU
[email protected]
020 7536 6091

Download Patient’s Guide to the ISCAS code

The complainant must also be aware that the independent adjudicator has the final decision and will bring the complaint process to a close.