• To support the patient in making their complaint.
• To monitor compliance with the complaints process.
• To identify areas for improvement and make recommendations
• To provide 3rd party investigation and review if satisfactory/fair resolution not achieved.
• To monitor implementation of service improvements, when recommended
• To include complaints made and process of resolution in clinic audit.
• To identify areas of risk and take appropriate steps to prevent harm to the public and protect the reputation and credibility of the register and those on it.
• To gather data on the nature of complaints in aesthetic practice to inform best practice standards.
• Where there is evidence to indicate impairment of fitness to practice, to refer to appropriate statutory body and/or regulator.

If you would like to raise a concern about a trainig provider, please email your concern to info@saveface.co.uk

Please include as much information about your compplaint as possible and attach any relevant supporting information. 

If you would like to raise a concern about the Save Face register, please email info@saveface.co.uk. Please include as much information as possible. 

Save Face is committed to providing a good quality service in dealing with members of the public, practitioners and other professional organisations. It takes all complaints seriously and sees them as an important tool for continually improving our service.

Introduction

In considering complaints, we aim to apply the Parliamentary and Health Service Ombudsman’s Principles of Good Administration, which are:

• getting it right
• being customer focused
• being open and accountable
• acting fairly and proportionately
• putting things right
• seeking continuous improvement

Who can complain?

Anyone who comes into contact with our organisation and who is unhappy or dissatisfied with the service they receive, can complain. For example, you may wish to complain about the way we answered your query or correspondence or any delay in getting back to you.

Who do I complain to?

We have a three-stage process for dealing with your complaint. If you remain dissatisfied at any stage, you have the option of taking your complaint to the next stage.

Stage 1
Contact the manager of the member of staff who has been dealing with your matter.

Stage 2
Write to the Director of Save Face:

Ashton Collins
Director 
ashton.collins@saveface.co.uk

Stage 3
Write to Save Face Clinical Director

Emma Davies
Clinical Director 
emma.davies@saveface.co.uk

How long will it take to deal with my complaint?

We will acknowledge receipt of your complaint within seven working days and aim to give you a full response within twenty-eight days. On rare occasions, this might take longer if there is a lack of documentary evidence or the matter needs further investigation.