1. Policy Statement
The Laser Club is committed to delivering high-quality services and ensuring that members, patients, and visitors are treated with dignity and respect. We recognise that, on occasion, individuals may be dissatisfied with aspects of our service. Complaints are taken seriously, and we will use them as opportunities to improve.
2. Purpose & Scope
This policy provides a framework for making, handling, and resolving complaints. It applies to:
- All patients, members, staff, and visitors to The Laser Club
- All services, treatments, and interactions within the Club
- All staff, contractors, and volunteers involved in delivering services
3. Definition – What is a Complaint?
A complaint is an expression of dissatisfaction about any aspect of The Laser Club’s services, whether verbal or written, and whether made formally or informally. This includes concerns about:
- Quality of service or treatment
- Staff behaviour or attitude
- Facilities or environment
- Policies or procedures
4. Communication & Responding to Complaints
- Complaints may be made verbally, in writing, or via email.
- All complaints will be acknowledged within 5 working days.
- A full investigation will be carried out, and a written response will be provided within 20 working days.
- Confidentiality will be maintained at all times, and only those involved in investigating the complaint will have access to the details.
- If a delay is unavoidable, the complainant will be informed of progress and the revised timescale.
5. Recording Complaints
- All complaints are logged in the Complaints Register with details of:
- Date of complaint
- Name/contact of complainant (if provided)
- Nature of complaint
- Actions taken
- Outcome
- Records are stored securely and reviewed regularly to identify trends and improvements.
6. Escalation & Unresolved Complaints
- If the complainant is dissatisfied with the outcome, they may request a review by senior management/the Club Chair.
If the complaint cannot be resolved internally, the complainant will be advised of external escalation routes, which may include:- Local Authority
- Care Quality Commission (CQC) (if regulated activities apply)
- Professional bodies/ombudsman services (where relevant)
- The Laser Club will cooperate fully with any external investigation.
7. Staff Responsibilities
- All staff must respond to complaints courteously and promptly.
- Staff must escalate complaints to management if they cannot resolve them immediately.
- Managers are responsible for ensuring timely investigations and fair outcomes.
8. Review
This policy will be reviewed annually, or earlier if required due to regulatory changes or feedback from complaints received.
