Complaints Policy

Our Commitment to You

• We will treat every complaint with respect, fairness, and confidentiality.
• We will acknowledge your complaint promptly.
• We will investigate thoroughly and respond honestly.
• We will use complaints to improve our services.

How to Make a Complaint

You can raise a complaint in writing by email or post. We ask that complaints are submitted in writing so that we have a clear record of your concerns.

Email: info@drbhavingarara.com. Post: Complaints, Afyatech Ltd, Alpha House, 296 Kenton Road, Harrow, England, HA3 8DD.

Please include the following in your complaint:

• Your full name and date of birth.
• Your contact email address.
• The date(s) of the appointment(s) or incident(s) concerned.
• A clear description of your concern and the outcome you are seeking.

Our Response Timelines

Our complaints process operates during normal business hours: Monday to Friday, 9:00am to 5:00pm, excluding UK public holidays.

Our Investigation Process

Once we receive your complaint, we will:

1. Acknowledge receipt and confirm the next steps in writing.
2. Review your clinical records, treatment notes, and any relevant correspondence.
3. Speak with the treating practitioner and any relevant staff members.
4. Assess the complaint against our clinical standards and duty of care obligations.
5. Provide you with a written response setting out our findings and any actions taken or proposed.

Where a complaint relates to a clinical outcome, our response will include an honest account of what happened and, where appropriate, an apology. An apology is an expression of regret and does not constitute an admission of liability.

Possible Outcomes

Following our investigation, we may offer one or more of the following:

• A full explanation of the events that led to your concern.
• An apology where the clinic or treating practitioner fell short of the expected standard.
• A remedial treatment or review appointment at no charge, where clinically appropriate.
• A partial or full refund, where justified by the circumstances.
• A change to our clinical or administrative procedures to prevent recurrence.

If You Are Not Satisfied

If you are unhappy with our final response, or if your complaint has not been resolved within 8 weeks, you may escalate your concerns to the following external bodies:

Joint Council for Cosmetic Practitioners (JCCP)

The JCCP is the professional standards body for cosmetic practitioners. They handle concerns about clinical conduct, professional standards, and patient safety. Website: www.jccp.org.uk. Email: info@jccp.org.uk.

General Medical Council (GMC)

The GMC regulates medical doctors in the UK. If you have serious concerns about Dr Garara's fitness to practise, you may contact the GMC directly. Website: www.gmc-uk.org. Phone: 0161 923 6602.

Cosmetic Redress Scheme (CRS)

The CRS is an independent Alternative Dispute Resolution (ADR) body for the aesthetics sector. They can review unresolved consumer complaints about cosmetic treatment services. Website: www.cosmeticredress.co.uk. Email: info@cosmeticredress.co.uk. Phone: 0203 907 1853.

Complaints must be referred to the CRS within 12 months of our final response to you.

Information Commissioner's Office (ICO)

If your complaint relates to how we have handled your personal data, you may contact the ICO. Website: www.ico.org.uk. Phone: 0303 123 1113.

Confidentiality

All complaints are handled in strict confidence. Details of your complaint will only be shared with those directly involved in investigating and resolving it. We will not reference a complaint in any future clinical assessment or treatment decision.

Record Keeping

We retain a record of all complaints and their outcomes for a minimum of 8 years, in line with our medical records retention policy. These records are used solely for quality assurance and regulatory purposes.

Policy Review

This Complaints Policy will be reviewed annually and updated where necessary to reflect changes in legislation, regulatory guidance, or clinic practice.