Complaints Policy

Introduction

At The Hair Restoration Doctor we are committed to providing safe, ethical, and high-quality care. We take all concerns and complaints seriously and view them as an opportunity to improve our services.

We aim to handle complaints in a fair, transparent, timely, and respectful manner, in accordance with professional standards and UK healthcare regulations.

If something has not met your expectations, we encourage you to let us know so we can address your concerns promptly.

Early Resolution of Concerns

We strongly encourage patients to raise any concerns directly with the clinic at the earliest opportunity. In many cases, matters can be resolved quickly and amicably through open conversation. We are always willing and ready to listen, clarify misunderstandings, and work collaboratively towards a satisfactory resolution. The majority of concerns are successfully resolved in this way, without the need for a formal complaint.

If, however, you feel that your concern has not been adequately addressed through informal discussion, you may submit a formal complaint in accordance with the procedure set out below.

Timeframe for Raising a Complaint

We encourage patients to raise concerns as soon as possible. Complaints should normally be made within 6 months of the date of the procedure or event, or within 6 months of the date on which the matter first came to your attention.

Complaints received outside this timeframe may still be considered where there is a reasonable explanation for the delay and it is possible to conduct a fair and proportionate investigation.

How to Raise a Complaint

We encourage patients to raise concerns as soon as possible so they can be addressed quickly and effectively through our complaints process.

We will acknowledge receipt of your complaint within three working days.

We aim to investigate and provide a full written response within twenty working days. If additional time is required to complete a thorough investigation, we will keep you informed of progress and expected timelines.

Independent Redress

If you remain dissatisfied following the conclusion of our internal complaints process, you may have access to independent mediation.

As a member of the British Association of Hair Restoration Surgery, Dr Rachael Kay participates in the Cosmetic Redress Scheme, an independent service that helps resolve complaints between patients and cosmetic healthcare providers.

Further information about the scheme can be obtained directly from Cosmetic Redress.

www.cosmeticredress.co.uk

Alternatively you may seek independent advice or support from organisations such as POhWER (www.pohwer.net) or your local health advocacy service.Clinical Outcomes

Hair restoration treatments and surgical procedures involve biological processes, and outcomes can vary between individuals. While every effort is made to provide safe and effective care in accordance with professional standards, specific aesthetic or clinical results cannot be guaranteed.

Concerns relating to treatment outcomes will be reviewed carefully and fairly as part of the complaints process.

Complaints can be made:

• By email: info@thehairrestorationdoctor.com

• In writing: Dr Rachael Kay. C/O HG FACE Window House Cornwall Road Harrogate HG1 2PW

If your complaint relates to clinical care, please include relevant dates and details to help us investigate fully.