Client Complaint Procedure

At Mona Lisa Cosmedics, our aim is to ensure all patients are fully satisfied with the care and service they receive. We strive to meet your expectations at every stage and, if concerns arise, resolve them as efficiently, fairly, and politely as possible.

We treat all complaints seriously, investigating them in a full and transparent way while protecting your confidentiality. Complaints help us to improve our service, and we will never discriminate against a patient who raises a concern.

If you are not satisfied with any aspect of your care or experience, please let us know promptly so we can address the issue. Complaints may be made verbally or in writing.

How We Handle Complaints

• The Practice Manager is the Complaints Manager and will act as your main contact throughout the process.
• We aim to resolve verbal complaints within 24 hours where possible.
• If you make a written complaint, we will acknowledge it within 3 working days and aim to provide a full written response as soon as reasonably possible.

If the Complaints Manager is unavailable, we will record your complaint and arrange a suitable time for follow-up. All records are kept confidential and secure, and only accessible to those directly involved.

If an investigation takes longer than expected, we will keep you informed at least every 10 working days about progress, reasons for delay, and the anticipated completion date.

Complaint Outcomes

Once our investigation is complete, you will receive a clear written response addressing your concerns. Where appropriate, we may also invite you to a meeting to discuss outcomes and practical solutions, which may include:

• Adjustments to treatment
• A refund of fees paid
• Referral for specialist care
• Other appropriate solutions to resolve your complaint

 How to Complain

You can contact us directly by writing, calling, or emailing:

The Complaints Manager
Mona Lisa Cosmedics
83 Station Road
Barnet
EN5 1PX

0208 275 0853
info@monalisacosmedics.co.uk

 Escalating a Complaint

If you remain dissatisfied after our response, you may take the matter further:

• Private treatment complaints:
  You may contact the Independent Sector Complaints Adjudication Service (ISCAS) for private healthcare complaints.
  www.iscas.org.uk
  020 7536 6091
• Parliamentary & Health Service Ombudsman (England):
  0345 015 4033
  www.ombudsman.org.uk