Complaints Procedure

Most concerns can be resolved quickly by speaking to your practitioner or the clinic team on the day.

If you would like to make a formal complaint, you can:

• Email hello@pantaleo.co.uk with “Complaint” in the subject line
• Call 020 3137 2932 and ask to speak to the Practice Manager
• Write to: The Practice Manager, Pantaleo Aesthetic Clinic, 20 Old Brompton Road, London SW7 3DL

Please include your name, contact details, the clinic and date of your visit, what happened and what outcome you would like. Complaints should ideally be made within 12 months of the event, or of you becoming aware of it.

• Acknowledgement within 3 working days. We will confirm who is handling your complaint and how to contact them.
• Investigation. The Practice Manager (or, for clinical matters, a senior clinician not involved in your care) will review your records, speak to the staff involved and, where helpful, invite you to a meeting or clinical review.
• Full written response within 20 working days. If the investigation takes longer, we will tell you why and give you a revised date.
• Resolution. Our response will explain what we found, any action we are taking, and — where appropriate — an apology and any remedy offered.

If you have a medical concern after treatment — unusual pain, blanching or discolouration of the skin, changes to vision, signs of infection — please do not wait for the complaints process. Call us immediately on 020 3137 2932 or use the emergency number on your aftercare sheet.

If you feel we have not resolved your complaint, you can escalate it to:

• Care Quality Commission (CQC) — the independent regulator of health and social care in England. The CQC does not investigate individual complaints but uses the information to monitor providers. cqc.org.uk/give-feedback-on-care · 03000 61 61 61. Our provider: Medical and Dental Limited, ID 1-20629579981.
• General Dental Council (GDC) — for concerns about the fitness to practise of a dental professional. gdc-uk.org · 020 7167 6000. The Dental Complaints Service (020 8253 0800) can also help with private dental care complaints.
• General Medical Council (GMC) — for concerns about a doctor. gmc-uk.org · 0161 923 6602.
• Information Commissioner’s Office (ICO) — for complaints about how we handle your personal data. ico.org.uk · 0303 123 1113.
• Advertising Standards Authority (ASA) — for concerns about our advertising. asa.org.uk.

Every complaint is logged, reviewed at our clinical governance meetings and used to improve our service. Records of complaints are kept separately from clinical notes and retained for 10 years, in line with CQC requirements.

See also our Terms & Conditions and Privacy Policy.