Making a Complaint
Most problems can be resolved quickly and easily with the person concerned, often at the time they arise. This should be the first approach you try.

Where you are unable to resolve your complaint in this way and wish to make a formal complaint, you should do so preferably in writing as soon as possible after the event, ideally within a few days. Providing as much detail as possible helps us understand the situation quickly. In any case, this should be:

• Within 12 months of the incident, or
• Within 12 months of you becoming aware of the matter

If you are a registered patient, you can complain about your own care. You are not normally able to complain about someone else’s treatment without their written authority.

We can provide a separate complaints form to register your complaint, which includes a third-party authority form for someone else to make a complaint on your behalf. You may also submit your complaint in your own format, as long as it covers all necessary details.

Send your written complaint to:

• By email: complaints@aesthira.com
• By post: Complaints, Aesthira Clinic

If you are dissatisfied with the outcome, you may request escalation to an independent complaint adjudication service (ISCAS) or a similar body as applicable.

What We Do Next
We aim to settle complaints as promptly as possible.

• We usually acknowledge receipt within three working days.
• We aim to resolve the matter as soon as possible, but will provide an estimated timeframe at the outset.
• You will receive a formal written reply, or may be invited to meet the person(s) concerned to resolve the issue.
• If the matter takes longer, we will keep you informed during the investigation.

During investigations, we aim to understand what happened and why, and provide an opportunity to discuss the matter with those involved if desired. Once investigations are complete, a final written response will be sent to you.

Where your complaint involves more than one organization, we will coordinate to provide a single response. Your consent may be required to liaise with other organizations.

The final response will include the outcome of your complaint and your right to escalate it further to the relevant regulatory or oversight authority if you remain dissatisfied.

Complaining on Behalf of Someone Else
We strictly maintain medical and personal confidentiality. If you wish to complain on behalf of someone else, written consent from the patient is required, confirming that they are unhappy with their treatment.

In cases where the patient is deceased, a family member or interested party may make a complaint.

Please request the Complaints Form at reception, which includes an authority form for the patient to sign. Alternatively, we will send one for you to return with your initial written complaint.

If the patient is unable to provide consent due to illness, accident, or incapacity, please provide detailed circumstances in your covering letter.

We cannot discuss another person’s issue without their express written permission, unless the above exceptions apply. Depending on the authority provided, we may correspond directly with the patient or third party.