Step By Step Guide To Concerns
Do you have a concern - we’re here for you.
Step 01.
Concerns after a treatment or procedure
Your first step is to check the business is a registered CosmediCheck member. – You can do this by using our trusted cosmetic & medical professionals Search bar.
For any other businesses who are not a CosmediCheck member we advise clients / patients contacting ‘The Citizens Advice Bureau consumer helpline on – 0808 223 1133 or visiting www.citizensadvice.org.uk/consumer/
Step 02.
To raise a concern with a CosmediCheck Member
We recommend before you make contact with the professional you check through any post procedure or treatment aftercare given – As more often than not most client related concerns or questions can be found and answered on the specific aftercare provided.
If you still request the professionals help it is important to allow 5 working days for the business to respond or action.
Step 03.
Time for a reply
If after the initial 5 days your concerns have not been resolved or actions implemented its time to start a formal complaint. Ensure to include the reason for contact, what it is you are dissatisfied with and how you believe the situation can be rectified.
You must allow the business or professional 5 working days to respond to your formal complaint before any further action can be taken. Day 1 is the next working day (Monday – Friday). We advise sending all correspondence via email format to minimise the chance of delayed / lost post and also a record of your contact.
Step 04.
Time to act
If after the 5 day period (day 6 of a working week onwards) there has still been either no contact, no proposed assessment, no remedial action taken – It’s time to let us know, by completing a Concerns Form.
Step 05.
Once we receive the completed form
Once we have received the completed complaint form, we will contact you to confirm all the details. We will then escalate the complaint to the business. to find out why the concern(s) have not been addressed or actioned.
Step 06.
CosmediCheck will allow 48 hours notice response
We allow the business 48 hours to reply to our concern team immediate action email – Before any further action can be taken. Our concerns team will then conduct an assessment of the complaint and action accordingly.
Step 07.
Outcome of concerns
CosmediCheck concerns potential outcomes:
In the case of a CosmediCheck member failing to adhere to our Terms & Conditions or our Standards with regards to client well-being and safety we reserve the right to suspend / remove the business membership from our site.
In the case of a business members profile working to our terms & standards, but a client has left with concerns after a treatment or procedure and the concern is in favour of this. The client will have the opportunity to submit a review of their experience for the individual member.
In case a client / patient’s dispute has not been in favour, no review will be published, to which could cause an unfair review of the business members profile.
Step 08.
Most concerns are successfully settled
Most concerns are successfully settled, however both parties have the right to take further action including formal legal proceedings.
CosmediCheck’s involvement of concerns and actions are limited to the services and information provided on our platform ONLY. Any further actions including legal decisions are entirely between the parties.
Concerns Severity
We take the severity of concerns and reviews seriously, as an impact of working professional’s careers can be affected. Any business members or reviewees found to be falsifying either disputes or reviews may have their member profile or client login profile suspended or removed from CosmediCheck.