Complaints Policy

We are committed to offering you the best service and high-quality care to our clients. At SVR Aesthetic, we do not compromise on delivering to you an excellent patient experience, which is why we also give you the flexibility to give feedback and report any kind of complaints. We believe that both play a crucial role in offering the opportunity to grow, learn and improve. Your crucial feedback and complaints also assist us in maintaining the top-notch quality of service

Our team makes sure to quickly resolve concerns efficiently with uninterrupted guidance and support. We also make sure that all complaints are being handled properly in a confidential manner. Our supportive team makes sure that no patient is being treated poorly or discriminated against for asking about their concern.

How to Make a Complaint

• If you feel unsatisfied with any aspect of your care or our service, then we will love that you let us know quickly so we can take action and address your concerns promptly.
• You can make a complaint in any way you like, such as by writing, informing us verbally, or even sending us a message to our official email ID. To work more on the complaint, we might request you to discuss your concern in person or by telephone or schedule an appointment according to your convenience.
• Our complaints manager makes sure to carefully oversee the complaints process and ensure matters are handled properly. Make sure to direct your complaints to our complaints manager so we can quickly address your concern.

Our Complaints Process

• We make sure that our patients’ written complaints are acknowledged quickly, within 3 working days.
• We offer a fair investigation, which means that we might involve those who treated you or offered you service, such as relevant clinicians or staff members.
• After the investigation is done, we will give you a full written response that will give you a detailed insight into our findings and will offer clear details of any action that is taken.
• If we find that your concern is more serious, then the duration of the complete investigation will be longer. In case the investigation requires more time than the typical ones, we will inform you first. We will explain the reason for the delay and will give you the expected completion date.

Note that all complaint records are stored securely and treated as confidential. We also make sure to keep this data limited by keeping access restricted to those directly involved in the investigation.