Feedback & Complaints

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Feedback & Complaints Process

We are sorry that you feel dissatisfied with the service you have received at Pall Mall Cosmetics. It is our intention to deliver the highest levels of patient care and provide a 5-star experience to everyone who attends at our clinics. We take all feedback & complaints seriously and aim to rectify all situations where we have fallen short of our expected standards.

Informal Feedback

If you were not fully happy with the service you have received and would like to express your dissatisfaction without making a formal complaint, please email us at admin@pallmallmedical.co.uk with your full name, date of birth, contact details and the site (Liverpool, Manchester or Newton-le-Willows in which you were seen).

We will endeavour to resolve any issues and will use your feedback to improve the level of service we provide in the future. We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned.

If you would like a response to your informal complaint, then please clearly state this in your email. We aim to acknowledge receipt of all informal complaints within 2 working days.

Formal Complaints

Pall Mall Cosmetics operate a full complaints procedure, which is detailed on this page. If you are unhappy with your experience with us and wish to make a formal complaint, please see the details of the protocol below.

How to complain

If you wish to make a formal complaint, please do so AS SOON AS POSSIBLE – ideally within a few days, although you can make a complaint up to twelve months after the event or after discovering there is something to complain about. This will enable us to establish what happened more easily. You should address your complaint in writing to Pall Mall Medical (please use the address below or email management@pallmallmedical.co.uk).

We will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible to help us investigate fully.

Complaining on behalf of someone else

We keep strictly to the rules of medical confidentiality.  If you are not the patient, and are complaining on their behalf, you must have their permission to do so.  An authority signed by the person concerned will be needed unless they are incapable (for example, because of their age, an illness or infirmity) of providing this.  A Third Party Consent Form is provided below.

What we will do

The relevant Complaint Manager will acknowledge your complaint within 2 working days and aim to have fully investigated within 20 working days of the date it was received.  If we expect it to take longer we will explain the reason for the delay and tell you when we expect to provide you with a full response.

When we look into your complaint, we will investigate the circumstances, suggest an appropriate resolution, and take steps to make sure the problem does not arise again. Pall Mall Cosmetics’s complaint procedure is an internal two-stage process involving an immediate acknowledgement followed by a full investigation and report.

All investigations are overseen by our Business Manager and Medical Director before they are concluded.

Appeal Process

If we have been unable to resolve your complaint, you will be given the option to appeal the initial decision with another Complaint Manager within the organisation. Full details of this process will be given to you should you wish to pursue this option.

If your appeal is not upheld, we recommend you either contact the Citizens Advice Bureau or take legal advice.

Complaint Form

A copy of our complaint form is available to download here: Complaint Form

If you are unable to download this form or policy, we can post a copy to you. Please email management@pallmallmedical.co.uk to arrange this.

Once you have downloaded this form, please return it via:
Email: management@pallmallmedical.co.uk
Post: Pall Mall Medical, 61 King Street, Manchester, M2 4PD

Patient Third Party Consent

A copy of our complaint form is available to download here: Patient Third Party Consent Form

If you are unable to download this form or policy, we can post a copy to you. Please email management@pallmallmedical.co.uk to arrange this.

Once you have downloaded this form, please return it via:
Email: management@pallmallmedical.co.uk
Post: Pall Mall Medical, 61 King Street, Manchester, M2 4PD
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