IMPORTANT INFORMATION
Complaints Policy & Procedure
Carmichael Aesthetics Advisory Limited is committed to clear, fair and timely resolution of complaints.
Our Commitment
We are dedicated to providing the highest standard of business management and compliance support to aesthetics clinics. We welcome feedback as an opportunity to improve our services. If you are unhappy with any aspect of our service, we want to hear about it so we can put things right quickly and fairly.
How to Raise a Complaint
If you experience a problem, please contact us as soon as possible. To ensure a thorough investigation, complaints should be submitted within 30 days of the incident or the date you became aware of the issue. Complaints received after this period may not be reviewed unless there are exceptional circumstances. Please submit your complaint in writing, by email or post, including your full name and clinic name; a clear description of the issue with relevant dates and times; the names of staff members involved; relevant documents or evidence; and the resolution you would like us to consider. Send complaints to hello@carmichaelaestheticsadvisory.co.uk, for the attention of Caroline Carmichael, Director, at Registered Office: 18 Durford Road, Petersfield, England, GU31 4ER.
Our Resolution Procedure
We handle complaints through a structured process. Within 2 working days, we will acknowledge receipt in writing, confirm that Caroline Carmichael is investigating and advise when you can expect a full reply. Within 10 working days of acknowledgment, Caroline Carmichael will review the file, examine evidence and contact you if further information is needed. Once the investigation is complete, we will issue a formal written response setting out our findings and any proposed solution or corrective action. Where appropriate, we may invite you to a phone call or virtual meeting to discuss the resolution.
If You Are Still Unhappy
If you do not accept our formal response, you may request a final review. Caroline Carmichael will re-evaluate the case alongside any new evidence and issue a final decision within 5 working days of the escalation request. If we cannot reach a mutual agreement after final review, you may seek independent commercial mediation. The Centre for Effective Dispute Resolution (CEDR) provides independent professional mediation for business-to-business contract and service disputes at www.cedr.com.
Confidentiality & Record Keeping
All complaints are treated with strict confidentiality in accordance with data protection regulations. We document and track complaints to identify patterns and continuously improve our compliance services for the aesthetics industry.