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.