At The Neon Vault, we are committed to providing all our patients the highest standard of care and service. We genuinely value feedback — both positive and constructive — as it helps us improve. If, for any reason, you are unhappy with your experience, we want to resolve it quickly and fairly. This procedure outlines how concerns or complaints raised by patients will be managed fairly, promptly and professionally. It reflects the standard of behaviour and accountability outlined in The Code: Professional Standards of Practice and Behaviour for Nurses, Midwives and Nursing Associates (NMC, 2018).
Commitment to Professionalism and Openness
- As a Registered Midwife working in aesthetic medicine, I am committed to:
- Ensuring patients know how to raise concerns or make complaints without fear of discrimination or prejudice.
- Providing high-quality, safe, and person-centred care.
- Acting with honesty, integrity, and transparency.
- Listening to and responding to feedback and concerns in a non-defensive and empathetic manner.
Who Can Make a Complaint?
Complaints can be made by:
- The patient receiving the treatment
- A nominated representative (with written consent
- A legal guardian, if the patient lacks capacity
How to make a complaint
Stage 1: Information Resolution
We encourage you to raise any concerns at the earliest opportunity, ideally during or shortly after your appointment. Many concerns can be resolved promptly and informally through open and respectful discussion.
You can speak directly to your treating practitioner or contact the clinic via:
- Email: victoria@theneonvault.co.uk
- Phone: 07950 906990
We will do our best to address your concerns quickly, typically within 48 hours.
Stage 2: Formal Complaint
If your concern is not resolved informally or you wish to raise a more serious issue, you may submit a formal complaint in writing. This ensures your concerns are clearly understood and can be thoroughly investigated.
To submit a formal complaint, please include:
- Your full name and contact details
- The date and location of the treatment
- A summary of the issue or concern
- The outcome you are seeking, if applicable
You can send your written complaint by:
- Email to: victoria@theneonvault.co.uk
- Post to: The Neon Vault, The Shopping Courtyard, Stratford Garden Centre, Campden Road, Stratford-upon-Avon, CV37 8LW
Stage 3: Acknowledgement
Upon receipt of a complaint, a written acknowledgement will be sent within 3 working days of receiving the complaint
Stage 4: Investigation
A full, fair, and objective investigation will be carried out, which may include a review of your clinical records, consents, correspondence and consultation with relevant professionals if applicable.
This will be conducted personally by the Clinician (or delegated appropriately if a team is involved).
Stage 5: Response
- A written response will be provided to you within 20 working days. If the investigation takes longer, you will be kept informed of the progress.
- The response will include findings, outcomes, any actions taken, and further steps (if any).
- Where appropriate, a sincere apology will be given, in accordance with the Duty of Candour
Stage 6: Escalation
If you remain dissatisfied after our final response, you may:
- Request a follow-up meeting to clarify or discuss the outcome
- Escalate your complaint externally to the relevant indemnity provider, professional body or regulatory authority
Confidentiality
All complaints and correspondence will be handled sensitively and securely, respecting your privacy in accordance with GDPR and medical confidentiality standards.
Your Feedback Matters
We truly value every client and are committed to learning from all feedback. Your complaint will be used to improve our service, staff training, and safety standards where appropriate.
Records of complaints will be reviewed periodically to identify trends and improve future service delivery.
Thank you for giving us the opportunity to put things right.
