Making a complaint

If you are unhappy with any aspect of your experience at DR TANOV AESTHETICS, we encourage you to let us know as soon as possible so we can try to resolve your concern quickly and informally.

If your concern cannot be resolved straight away, or you wish to make a formal complaint, please follow these steps:

How to make a formal complaint

• You can make a complaint verbally, in writing, by email, or through our website contact form.
• Please provide your name, contact details, and a brief summary of your complaint, including relevant dates and names if possible.
• You may also ask someone to complain on your behalf – please ensure we have your written consent.

What happens next

• We will acknowledge your complaint within 3 working days.
• Your complaint will be investigated by the CQC Registered Manager.
• We aim to provide a full written response within 25–28 working days. If more time is required for a thorough investigation, we will update you on progress.

If you remain unhappy

We will always try to resolve your complaint fairly and promptly. If you are not satisfied with our response, you can ask us to review your complaint again.

In some cases, and with your agreement, we may ask an independent complaints and governance service (Medsu) to review how we have handled your complaint and provide independent advice or adjudication. This helps ensure complaints are considered fairly and transparently.

You may also raise concerns with:

• General Medical Council (GMC) – for concerns about a doctor's fitness to practise.
• Care Quality Commission (CQC) – for concerns about how the service is run or whether it is meeting national standards of care and safety.

Confidentiality

All complaints are handled in confidence and will not affect your care or treatment. Only staff involved in your complaint will see your information.

Please ask at reception if you need this policy in another format, require assistance in making a complaint or need translation services.