In the unlikely event of you having a complaint, please see our complaints procedure below.
COMPLAINTS HANDLING PROCEDURES
Objective
All complaints will be dealt with quickly and effectively between the individual concerned and any justified grievances will be promptly remedied. It will be made clear to the complainant that they may contact the registration officer at the Healthcare Commission.
If the Healthcare Commission wishes to investigate a complaint Madoka Ltd will provide adequate facilities for the authorised person to interview in private at the beauty clinic.
Any clients wishing to complain should first address it in writing to the registered manager
Dawn Monk
1 & 2 Sadlergate Bridge
Derby
DE1 3NL
Handling Complaints:
1, All complaints must be fully investigated by Dawn Monk.
2, In the event of the complaint being against Dawn Monk, you should address your complaint to Wendy Russell
3, Investigations will include meeting with clients, complainants etc and taking of statements.
4, All complaints will receive a written acknowledgment within 1 working week of the complaint.
5, The complaint must receive a written response within 20 working days or a written explanation as to why the response is taking longer and when they can expect a response.
6, All staff involved in a complaint will be informed of the outcome and advised on preventing reoccurrence
7, On completion of a complaint a full written report will be made including recommendations and actions by Wendy Russell (Responsible Individual)
8, Any complaint proceeding to litigation will be notified to the Healthcare Commission
Record of complaints:
1, All correspondence relating to a complaint will be kept for 3 years
2, A register will be kept of all complaints including appropriate details and outcome.
3, A quarterly audit of complaints will be produced detailing the nature and outcomes of all complaints and an annual summary of complaints will be sent to the Healthcare Commission.
A log will be kept of all complaints containing the following information.
Date of compliant
Name of complainant
Date complaint acknowledged
Nature of complaint
Action taken to investigate
Outcome/Action taken
Date of full response to complaint.