ERA Aesthetics and Wellbeing is committed to providing high-quality laser and aesthetic treatments and ensuring client satisfaction. This policy sets out the procedures for clients, or anyone acting on their behalf, to raise complaints and for the clinic to manage, investigate, and resolve them fairly and transparently.

1. Scope

This policy applies to:

All clients receiving services at ERA Aesthetics and Wellbeing.

Any person acting on behalf of a client.

Staff and contractors responsible for handling complaints.

2. Availability of the Policy

A written copy of the complaints policy is available at the clinic and on the ERA Aesthetics and Wellbeing website.

It will be provided upon request to:

Current clients

Individuals considering becoming a client

Representatives of clients

3. Raising a Complaint

If you are dissatisfied with any aspect of care or treatment, please contact the Registered Manager.

Registered Manager: Emma Ross

Telephone: 028 9620 7033

Email: info@eraclinic.co.uk

Address: 14 Portland Avenue, Glengormley, Newtownabbey, BT36 5EY

Complaints may be made in person, by phone, or in writing.

All complaints will be recorded and fully investigated.

4. Response to Complaints

All complaints will be acknowledged within 72 hours of receipt.

Within 20 working days of receiving a complaint, the complaints manager will inform the complainant of:

The outcome of the investigation

Any actions taken or planned in response

Complainants will be kept informed of any delays in the process.

If the complainant remains dissatisfied, the clinic will endeavour to discuss the complaint further and attempt to resolve the issue.

5. Record-Keeping

A complaints record will be maintained for each complaint, including:

The nature of the complaint

Details of the investigation

Outcome of the investigation
Actions taken, where applicable

Complaints records are treated in line with data protection law (GDPR & Confidentiality Policy).

Records are available at all times for inspection and retained for at least three years from the date of the last entry.

6. External Organisations for Support

The following external organisations can provide support in relation to complaints handling if required:

Regulation and Quality Improvement Authority (RQIA)

Independent health and social care regulator in Northern Ireland.

Does not have legal powers to investigate complaints but uses information to inform inspections or reviews.

Contact:

Telephone: 028 9536 1111

Email: info@rqia.org.uk

Website: www.rqia.org.uk

Patient and Client Council (PCC)

Independent body representing client interests in Health & Social Care.

Contact:

Freephone: 0800 917 0222

Email: info@pcc-ni.net

Website: www.pcc-ni.net

Northern Ireland Public Services Ombudsman (NIPSO)

Can investigate complaints if dissatisfied after receiving a response from the clinic.

Contact:

Freephone: 0800 343 424

Email: nipso@nipso.org.uk

Website: www.nipso.org.uk

7. Responsibilities

The Registered Manager is responsible for ensuring:

Complaints are logged and investigated appropriately

Timely communication with complainants

Staff follow the policy and procedures correctly

All staff must cooperate fully with complaint investigations and assist in providing information where needed.

8. Review

This policy will be reviewed annually or sooner if required by changes in legislation, guidance, or regulatory requirements.

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