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Complaints Policy

Stage 1 : Local resolution

  • Patients may ask for information, advice and help in making a complaint from anyone they wish.
  • British Hair Clinic welcomes comments and suggestions from patients as to how the company might enhance its effectiveness and/ or improve its service.
  • Patients are encouraged to send any suggestions in writing to the Clinic Management.
  • If the patient wishes to make a complaint under this code of practice, they must raise the complaint with the Clinic Management in writing, within six months of the event concerned.
  • The British Hair Clinic will normally respond to the patients’ letter within three working days explaining how the complaint will be processed. The complaint will be investigated fully, and the patient will normally receive a written response within 20 working days.
  • The complainant is to be advised as part of the response that they the right to seek independent or legal advice where any aspect of their complaint might give rise to a clinical negligence claim.
  • If the complainant is satisfied with the response received, and does not wish to take the complaint further, the information gained from the complaint will be used to improve the service provided by the Clinic.
  • If the complainant is not satisfied with the response, then they should be signposted to the next stage of the complaint’s procedure – Stage 2.
  • If the complainant wishes to escalate their complaint, they must do so in writing within 6 months of the final response of Stage 1.

Stage 2 : Complaint Review

At this stage the complaint is reviewed by a company director not related to the complaint and not involved in stage 1. This will typically be the clinical services director. 

  • The clinical services director will review the documentation provided by the General Manager and interview any staff involved as appropriate.
  • A written acknowledgment to be provided to the complainant with 3 working days of receipt of the complaint.
  • A full response to be provided with 20 working days or where an investigation is still taking place and letter providing details of the delay in full response.
  • If the complainant is not satisfied with the response then they should be signposted to the next stage of the complaints procedure – Stage 3. If the complainant wishes to escalate their complaint they must do so in writing within 6 months of the final response of Stage 2.

Stage 3: Independent External Adjudication

Provide a written acknowledgement to the complainant of their request for independent external adjudication within 2 working days of the receipt of request. Stage 3 is handled by Independent Sector Complaints Adjudication Service (ISCAS) and patient should be directed to this service to provide details of their complaint.

ISCAS will:

  • Check that stage 1 and 2 have been completed and documented.
  • Assign an independent adjudicator to consider the complaint.
  • Advise the complaint of the binding nature of the independent external adjudication
  • Remind complainants of their right to seek legal independent advice where any aspects of their complaint might give rise to a clinical negligence claim.
  • The Independent Adjudicator will provide a written acknowledgment within working days of receiving the letter and documentation from ISCAS relating to the complaint.
  • The Independent Adjudicator will provide full adjudication decision within 20 working days or send a letter explaining the reason for any delay

Details of the ISCAS Code of Practice can be found at http://www.independenthealthcare.org.uk/iscas/iscas-publications/iscas-specificpublications/menu-id-643