OUR COMPLAINTS PROCESS

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Complaints Procedure for The MedArt Aesthetica by Dr. Coates

At The MedArt Aesthetica by Dr. Coates, we strive to provide the highest level of service to our clients. Your feedback is crucial to us, and we are committed to addressing any concerns you may have. If you experience any issues, please follow our complaints procedure outlined below:

How to Submit a Complaint

   - Online Form:

     - Please complete our  online form located on our website. This will help us gather all necessary information.

     - You can also send your complaint directly to us using the “contact us” page of our website.

   - You can call us  or WhatsApp us on 07500900208 :

Information to Include

When submitting your complaint, please provide the following details:

   - Full Name

   - Contact Information (Email and/or Phone Number)

   - Date of Service

   - Description of the Complaint

   - Any relevant documentation or photos (if applicable)

Acknowledgment of Your Complaint

   - We will acknowledge receipt of your complaint within 48 hours. You will receive an email confirmation outlining the next steps.

Investigation Process

   - Our team will conduct a thorough investigation of your complaint. This may involve:

     - Reviewing service records.

     - Consulting with involved staff members.

     - Gathering additional information as needed.

Resolution Communication

   - Once the investigation is complete, we will communicate our findings and any proposed resolutions within 10 business days:

   - Possible resolutions may include:

     - Apologies for the inconvenience.

     - Refunds or discounts.

     - Offering additional services or consultations.

Escalation of Complaints

   - If you are not satisfied with our proposed resolution, you have the option to escalate your complaint. Please contact Oksana Levin at  oksanalevin@hotmail.com or call 07500900208.

Follow-Up

   - After your complaint has been resolved, we will follow up to ensure your satisfaction and to gather feedback on your experience with our complaints process.

Confidentiality Assurance

   - We assure you that all complaints will be treated with the utmost confidentiality and in compliance with privacy regulations.

Continuous Improvement

   - Your feedback is valuable to us. We use complaints as opportunities to improve our services and enhance client satisfaction.