Red Rose Desire Cosmetic Surgery Complaints Policy

We are sorry you are dissatisfied with the service you have received from Red Rose Desire Cosmetic Surgery (RRDCS). We always endeavour to deliver the highest standards of care in a caring and supportive manner. We take all feedback and complaints seriously and aim to rectify all situations where we have fallen short of the standards expected of us.

 

Informal Feedback

If you are not fully happy with the service you have received from RRDCS and wish to express your dissatisfaction without making a formal complaint, please email: info@redrosedesire.co.uk including your full name and contact details or telephone us on: 0330 124 4780

We will try and resolve any issues as soon as we are able and will use your feedback to improve the level of service we provide in the future. We aim to resolve most problems easily and quickly, often at the time they are raised.

Formal Complaints

If you wish to make a complaint, please do so as soon as possible as this gives us the best opportunity to achieve a satisfactory outcome. However, you may make a complaint up to twelve months after the event or after discovering there is something you are dissatisfied with and wish to complain about. You should address your complaint in writing to Red Rose Desire Cosmetic Surgery Piccadilly House 49 Piccadilly Manchester M1 2AP providing as much detail as possible about what it is you are dissatisfied with. You should be as specific and concise as possible. Alternatively, you may use our Complaint Form – see below.

Complaining on behalf of someone else

We adhere strictly to the rules of medical confidentiality. If you are not the patient, and are complaining on their behalf, you must have their permission to do so. An authority signed by the person concerned will be required unless they are incapable (for example due to illness or infirmity) of providing this. A link to our Third Party Consent form may be found at the end of this policy.

What we will do

The Complaint Manager will acknowledge your complaint within 2 working days of receipt and will aim to have fully investigated within 20 working days of receipt. If we expect it to take longer we will explain the reason for the delay and tell you when we expect to provide you with a full response. When we look in to your complaint, we will investigate the circumstances, suggest an appropriate resolution, and take steps to ensure the problem does not arise again.

Appeal Process

If we have been unable to resolve your complaint, you will be given the option to appeal the initial decision. If your appeal is not upheld, we recommend you either contact the Citizens Advice Bureau or take legal advice

Complaint Form

A copy of our complaint form is available to download here: Complaint Form
Please email the completed form to: info@redrosedesire.co.uk

Third Party Consent Form

A copy of our Third Party Consent Form is available to download here: Third Party Complaint Form.
Please complete, print and post to Red Rose Desire Cosmetic Surgery 49 Piccadilly Manchester M1 2AP