COMPLAINTS POLICY
Marine Aesthetics
COMPLAINTS PROCEDURE
Complaints Handling Policy
Version 1.0
June 2023
Our complaints policy
Marine Aesthetics is committed to providing a high-quality service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a formal complaint, please contact us with the details. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to higher authorities.
Making a suggestion
Often people feel more comfortable about suggesting improvements rather than complaining formally. Anyone receiving services, and their friends/ family, may make a suggestion to us.
First you should speak to the Manager or their Deputy.
If the suggestion is something that Marine Aesthetics as a company needs to consider, you can send it to:
Management
Marine Aesthetics
info@marineaesthetics.eu
Making a complaint
We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the service we provide. We treat all complaints in confidence. Marine Aesthetics assures clients and their families that it will not withdraw or reduce services because someone makes a complaint in good faith.
Who can complain
Any person affected by the way Marine Aesthetics provides services can make a complaint.
A representative may complain for the affected person if they:
• have died
• cannot make a complaint themselves for reasons given in writing to Marine Aesthetics, or
• have given consent for the representative to act on their behalf in writing to Marine Aesthetics
If you are not happy about making a complaint yourself and you do not know someone who can talk or write to us on your behalf, we will be happy to find someone from an independent organisation to act as an advocate for you.
It is important to note that Marine Aesthetics deal with complaints on a 1-to-1 basis only.
How you can make a complaint
You can complain:
• in person
• by telephone
• through a member of our staff
• through an advocate or representative
Where someone complains orally in the first instance, we will request for the complaint to be put in writing by the complainant so we are clear exactly what is at issue.
Written complaints can be sent to info@marineaesthetics.eu or in writing to:
Complaints Department
Marine Aesthetics
Marina Ayia Napa
Ayia Napa, CY 5330
Anonymous complaints
We deal with anonymous complaints under the same procedure; however, it is better if you can provide contact details so we can tell you the outcome of our investigation.
Responsibility
The Registered Manager has overall responsibility for dealing with all complaints made about our service.
We will provide as far as is reasonably practical:
• any help you need to understand the complaints procedure; or
• advice on where you may get that help.
How we handle complaints
The Registered Manager or Marine Aesthetics may ask one of the management team to investigate the complaint. That person will have enough seniority and experience to deal with the issues raised by the complaint.
We will acknowledge a complaint within 3 working days and give you the name and contact details of the person investigating it.
We will keep you informed about the progress of the investigation. We aim to have all complaints finished within 28 working days unless we agree a different time scale with you.
When we have finished investigating, we will arrange to meet with you to discuss the outcome, or write to you with:
• details of the findings;
• any action we have taken; and
• our proposals to resolve your complaint.
Time limits
You should complain as soon as you can after the date on which the event occurred or came to your notice. If you complain more than two months later, we may not be able to investigate properly. But we shall also consider whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.
Further steps
At any stage during the process, if you are not happy with the way the service is dealing with your complaint you can contact Marine Aesthetics CEO at:
Office of the CEO
Marine Aesthetics
Marina Ayia Napa
Ayia Napa, CY 5330
Once we have dealt with your complaint, if you are not happy with the outcome you can refer your complaint to a higher authority.
Refunds
Marine Aesthetics issue all refunds via cheque. Cheques will be issued on or before the 28th day following the agreement that a refund is agreed to by the company.