VSP Skin and LASER Clinic is committed to ensuring we provide excellent customer service and service outcomes possible by maintaining the highest standards of professional excellence. We welcome any feedback or complaint and see them as an opportunity to improve our service to our Clients.
COMMITMENT TO EXCELLENT CUSTOMER SERVICE STATEMENT:
HOW VSP SKIN AND LASER LINIC DEAL WITH ANY COMPLAINTS THAT MAY ARISE:
Client satisfaction is of paramount concern to VSP Skin and LASER Clinic. This complaints procedure is designed to ensure that concerns or complaints are dealt with quickly and effectively. This procedure is applicable to all services and products offered as part of VSP Skin and LASER Clinic range of services and products.
VSP Skin and LASER Clinic believes that if a Client wishes to make a complaint or register a concern, they should find it easy to do so. It is our policy to welcome complaints and look upon them as an opportunity to learn, adapt, improve and provide better services. This policy is intended to ensure that complaints are dealt with appropriately and that all complaints or comments by Clients are taken seriously.
The Policy is not designed to apportion blame, consider the possibility of negligence or to provide compensation.
Clients are entitled to lodge an initial complaint verbally by telephone, in person or in writing via email or post. VSP Skin and LASER Clinic are happy to provide Clients with assistance during the complaints process.
If a complaint is received, the Client’s name, address and telephone number will be taken. The nature of the complaint and the date (if applicable) will also be noted.
VSP Skin and LASER Clinic require all complaints to then be put in to writing, either by email or post, addressed to the Clinic Manager. The Client will receive a response within 14 Clinic working days of the date of receipt of the complaint. This time will allow us to fully investigate the matter.
Any information regarding a complaint received, whether in person, in writing, by email, through an online review or by telephone will be initially dealt with by the Therapist involved. This serves two purposes. Firstly, the Therapist will be fully conversant with all the services being carried out and is able to understand the nature of the complaint. Secondly, it acknowledges to the Client that the complaint is being taken seriously and that they are considered important. This prevents a potentially difficult situation from being made worse.
Once the Client has left, or the telephone conversation has ended, or the written complaint has been received, the person taking the complaint will inform the Director of VSP Skin and LASER Clinic and the Clinic Manager immediately with the details via email to firstname.lastname@example.org. The Director of VSP Skin and LASER Clinic will supervise the Complaint.
Depending on the nature of the complaint, during the course of the investigation, VSP Skin and LASER Clinic may require the Client to attend an additional Consultation meeting with the Therapist involved in their service treatment. If the Client is not satisfied with this initial attempt at resolution or have any objection to being seen by the Therapist, the Clinic’s Manager will review the case.
If the complaint cannot be resolved by the Clinic Manager, the matter will be referred to our Director.
The Client should be aware of our No refunds on Service Policy and Products.
VSP Skin and LASER Clinic will endeavor to resolve any complaints quickly, efficiently and effectively. Our objective is to provide an explanation or a solution to the Client’s complaint.
THE GOALS OF VSP SKIN AND LASER CLINIC:
Client satisfaction is of paramount concern to VSP Skin and LASER Clinic and this complaints procedure is designed to ensure any concerns or complaints are dealt with quickly and effectively. This procedure is applicable to all services offered as part of VSP Skin and LASER Clinic range of services.
- All Clients are made aware of how to lodge a complaint, and it is made clear that we provide easy to access channels for this.
- A named person will be responsible for the administration of the complaints procedure.
- Every written complaint is acknowledged within two working days.
- Investigations into written complaints are held within 14 days.
- All complaints are responded to in writing by email.
Complaints are dealt with promptly, fairly and sensitively with due regard to any inconvenience, upset and worry that they can cause.
All VSP Skin and LASER Clinic Employees, when faced with a complaint from a Client, will remain calm, courteous and professional at all times. We will listen to the Client’s concern, establish an unbiased understanding of the nature of the complaint and ensure that it is dealt with quickly and appropriately. The resolution will be put in writing (by email) to the client.
VSP Skin and LASER Clinic has a culture of continuous improvement and an ongoing commitment to training to ensure that we are doing everything possible to provide the most up to date treatments and service. We carry out regular feedback sessions for both clients and employees via survey, telephone and in person.
VSP Skin and LASER Clinic believes that failure to listen to or acknowledge complaints will lead to an aggravation of problems, service user dissatisfaction and possible litigation.
VSP Skin and LASER Clinic supports the concept that most complaints, if dealt with early, openly and honestly, can be sorted out at a local level between just the complainant and the establishment. If this fails due to either the establishment or the complainant being dissatisfied with the result, the complaint will be referred to the Director of VSP Skin and LASER Clinic who will give complaints their personal priority.
HOW WE HANDLE YOUR COMPLAINT:
- We treat every complaint on its merits, regardless of who has made the complaint.
- We act honestly and treat all complainants fairly and with respect.
- We provide an explanation or a solution to the Clients complaint wherever possible.
- We recognize that your personal data is important to you, and we are committed to holding it safely, and using it appropriately. This would include sharing data with distributors and manufacturers.
- We maintain complaint records electronically and in hard copy. Where personally identifiable information is recorded, it is used for the purpose of investigating and resolving a complaint or dealing with the wider process in which the complaint was raised. It is stored and processed by VSP Skin and LASER Clinic in accordance with the General Data Protection Regulation.