Complaints procedure
Fierce Face Clinic – Client Complaints Procedure
At Fierce Face, we always aim to offer our clients the best possible service and care. However, we want to hear from you if something hasn’t met your expectations. We take all feedback seriously and will handle your complaint fairly and impartially.
How to Submit a Complaint
- Email: Please send your complaint to alex@fierce-face.com.
- Our Complaints Officer, Alex Hoppenbrouwers, will handle your complaint.
- We will acknowledge your complaint within 48 hours.
Information to Include:
- What is your complaint about?
- Was it related to service, treatment, or something else?
- Who or what caused your concern? Please include names if possible.
- When and where did the issue take place?
- What actions have you already taken, if any?
- What outcome would you like from this process?
- Any supporting evidence, such as photos, will be helpful.
Timeframe for Complaints:
- Please make your complaint within six months of the incident or within six months of becoming aware of the issue, but no later than 12 months from the event.
What Happens Next?
- Acknowledgement: We will confirm receipt of your complaint within two working days.
- Initial Review (Stage 1): A team member not directly involved in your case will review the complaint and aim for early resolution. This stage may take up to 7 working days. If your complaint is resolved here, you’ll receive written confirmation. If it’s not, we’ll move to a full investigation.
- Full Investigation (Stage 2): Alex Hoppenbrouwers will assign a dedicated officer within seven days if the issue requires a more detailed review. A final written response will be issued within 21 days, or we’ll notify you if more time is needed.
Appeal Process (Stage 3)
If you’re unsatisfied with the outcome at Stage 2, you can appeal within ten working days by writing to us. Appeals will be reviewed by a staff member not previously involved, and a final decision will be provided within 14 working days.
Further Assistance
If you remain unhappy with our Stage 3 final response to your complaint and the service provided, the following organisations can provide advice on the most appropriate next steps depending on the nature of your complaint:
- Citizen’s Advice (www.citizensadvice.org.uk)
- Or you can obtain independent medical legal advice.
