Complaints Policy

At Enhance Clinispa, we are committed to providing the highest standards of care, professionalism and customer service. Your experience, wellbeing and satisfaction are extremely important to us. If any aspect of your experience has not met your expectations, we encourage you to let us know. We take all complaints seriously and aim to address concerns promptly, fairly and confidentially.

How to Make a Complaint

Please send your complaint by email, addressed to:
FAO: Nichola Hulbert
Enhance Clinispa
Email: info@enhanceclinispa.com
Subject: Formal Complaint

To help us investigate, please include your full name and contact details, the date of your appointment or treatment, a clear description of your concern, any relevant supporting information, and how you would ideally like the matter resolved.

What Happens Next?

1. Acknowledgement. We aim to acknowledge your complaint within 14 days of receiving it.

2. Investigation. Your complaint will be reviewed carefully and fairly by Nichola Hulbert. We may contact you for further information.

3. Response and resolution. We aim to provide a written response within 30 days. If more time is needed, we will explain why and provide an updated timescale.

4. Further review. If you remain dissatisfied, you may request a further review using the same email address. Where appropriate, we will explain relevant independent advice or external escalation options.

Clinical and Safety Concerns

Concerns involving adverse reactions, complications or patient safety will be prioritised. Where appropriate, we will recommend prompt clinical assessment or referral to a suitable healthcare professional.

Confidentiality

We handle complaints sensitively and confidentially, in accordance with applicable UK data protection law. Raising a complaint will not affect the standard of care or service you receive.

Our Commitment

We listen respectfully, investigate fairly, communicate clearly and use feedback to improve our services and standards of care.

Policy Responsible Person: Nichola Hulbert
Review Date: 31st May 2027