Feedback & Complaints Procedure
At Pharma Aesthetics, we welcome feedback, complaints and comments so that we may ensure continuous improvement. We aim to handle all concerns fairly, promptly and respectfully.
- We encourage compliments or complaints about our website and services to be made directly to our personnel.
- If that is not possible, you may contact the Manager or Superintendent Pharmacist in person, by telephone, or by email.
- Complaints are handled between the Manager/Superintendent Pharmacist and the Service User (or representatives) in person, by telephone, or by email.
- We will respond to complaints as soon as possible and within 48 hours. A letter of acknowledgement will be sent to the complainant.
- Investigations will be carried out within 5 working days of the complaint being raised/received and records will be kept.
- You (or your representatives) may contact the office at any time to request an explanation or update.
- A record of actions taken will be kept and logged in the complaint log form.
- Every effort will be made to bring your complaint to a logical conclusion.
- All records are kept in Service User files and are open for inspection upon request.
- Service Users/Learners will not be victimised for making a complaint.
Structured Complaint Approach: We follow a clear step-by-step process to ensure concerns are handled consistently and transparently.
Step One
Initial complaint raised verbally and recorded.
- When a complaint is lodged, the line manager will be informed verbally in the first instance.
- An entry is made in the Complaint Form by the Manager.
- If resolved by mutual agreement after discussion, the matter is closed.
- The line manager records the outcome.
- If not resolved, Step Two is followed.
Step Two
Complaint lodged in writing and reviewed promptly.
- When a complaint is lodged in writing, the line manager is informed verbally.
- The manager makes an entry in the Complaints Form.
- This will be looked into and dealt with as soon as practicable.
- If resolved by mutual agreement after discussion, the matter is closed.
- The outcome ID is recorded by the line manager.
- If not resolved, Step Three is followed.
Step Three
Escalation to the Superintendent Pharmacist if unresolved.
- If the written complaint remains unresolved, it is forwarded within 28 days to the Superintendent Pharmacist.
- The manager makes an entry in the Complaint Form.
- A record is kept for further use.
- You should expect a reply in writing at each stage and its outcome.
