Complaints and Concerns Policy
Complaints & Concerns Policy
At Prima Britannia Laser Clinic, we are committed to providing a high standard of care and service. If you have any concerns regarding your treatment, we encourage you to notify us as soon as possible. The matter may be assessed appropriately.
1. Reporting a Concern
All concerns or complaints must be submitted in writing via email to:
prima.tk@hotmail.com
Please include:- Full name- Date(s) of treatment- Clear description of the concern- Supporting photographs (where applicable)- Any relevant medical information
2. Timeframe for Notification
a) Skin Adverse Reaction
Clients are required to notify the clinic of any adverse reactions or concerns as soon as reasonably practicable, and no later than 7 days following the treatment, in accordance with aftercare instructions and consent documentation. Failure to report concerns within this timeframe may limit our ability to investigate or assess the matter.
2) Course of Treatment Outcomes
Where a client has completed a course of treatments and wishes to raise concerns regarding the overall outcome or effectiveness of the course, such concerns must be submitted in writing within 30 days of completion of the final treatment session.
Concerns raised outside this timeframe may be difficult to assess due to individual skin changes, lifestyle factors, or subsequent treatments, and may therefore limit the clinic’s ability to investigate the matter appropriately.
3. Assessment Process
Upon receipt of a written complaint, the clinic will review the matter based on consultation records, consent forms, and treatment notes. Further information or an in-clinic assessment may be requested where appropriate.
4. Communication
All complaints will be handled in writing only.
The clinic is unable to discuss complaints verbally, in person, or via social media platforms.
The clinic will acknowledge receipt of a written compllaint withing a reasonable timeframe, typically within 3-5 working days.
5. Limitations
Aesthetic treatments involve individual variation in outcomes. Results cannot be guaranteed, and dissatisfaction with a cosmetic outcome does not necessarily indicate clinical error or negligence.
6. External Advice
This policy does not affect your statutory rights. Clients remain entitled to seek independent advice if they wish.