At You Can Clinic, we are committed to providing exceptional service and maintaining the highest standards in aesthetics training. However, we recognise that there may be occasions when expectations are not met. This Complaints procedure policy outlines how we manage complaints to ensure they are handled promptly, fairly, and transparently.

Purpose

The purpose of this policy is to:

    • Provide a clear process for clients to raise concerns.
    • Ensure complaints are resolved efficiently and fairly.
    • Continuously improve our services based on client feedback.


Scope

This policy applies to all complaints regarding:

  • Training, treatments and services provided.
  • Interactions with our staff.
  • Facilities and equipment.
  • Any other aspect of our business.

How to raise a complaint

We aim to make the complaints process as straightforward as possible. You can submit your complaint using any of the following methods:

In person:
Speak directly to a member of staff or the clinic manager.

By email:
Send your complaint to: info@youcanclinic.com Please include:

  • Your full name and contact details.
  • A detailed description of the issue.
  • Relevant dates, times, and the names of any staff involved.

By phone:
Call us at 02921 678747 during business hours.

In writing:
Address your complaint to:
You Can Clinic, Unit 7,
Cardiff Medicentre, Heath Park,
Cardiff, CF14 4UJ

What happens after a complaint is made?

  1. Acknowledgment:
    • We will acknowledge your complaint within 2 business days of receipt.
  2. Investigation:
    • We will thoroughly investigate the matter, which may include reviewing records, speaking with staff, and gathering additional information.
    • This process may take up to 10 business days.
  3. Response:
    • Once the investigation is complete, we will provide you with a written response detailing the findings, any corrective actions taken, and, if applicable, proposed solutions.
  4. Escalation:
    • If you are not satisfied with the outcome, you may request that your complaint be reviewed by a senior manager or director.
    • Further escalation procedures will be explained during this stage.

Confidentiality

All complaints will be handled confidentially and in accordance with data protection laws, including GDPR. Personal information will only be shared with individuals directly involved in addressing the complaint.

Feedback and improvement

We treat all complaints as opportunities to improve our services. Outcomes from complaints may inform staff training, process revisions, or other operational changes to prevent recurrence.

Contact information

For any queries regarding this policy or to submit a complaint, please contact us:

  • Phone: 02921 678747
  • Email: info@youcanclinic.com
  • Address: You Can Clinic, Unit 7,
    Cardiff Medicentre, Heath Park,
    Cardiff, CF14 4UJ

Policy Review

This policy will be reviewed annually or as required to ensure it remains up to date with best practices and legal requirements.

You Can Clinicis dedicated to resolving complaints in a fair and timely manner to uphold our commitment to exceptional service in the aesthetics industry.