Blue Velvet Aesthetics
Name: Tetiana Cuddy
Address: Twyford House, Kennedy Way, Tiverton EX16 6RZ, United Kingdom
Email: cuddytanya@yahoo.com
Phone: +44 7395 885393
Last updated: April 01, 2026
Welcome to Blue Velvet Aesthetics. By booking an appointment or using our services, you agree to the following Terms & Conditions. Please read them carefully before proceeding.
Practitioners and clinics will use a vast array of internal policies and procedures, but the most appropriate policies will always depend on the size and nature of the individual organisation. The policies are more effective if they are developed and reviewed on an ongoing basis with the involvement of staff, and are tailored to suit the specific needs of a clinic and its activities. However, some guidance and examples mean that you don’t have to start from scratch.
This guidance has been developed as an example generic best practice policy, which can be used as a basis for your own policies. Where relevant, these policies should be tailored to suit the needs and requirements of each practitioner and clinic.
Disclaimer: Rob Munroe accepts no responsibility for any third party loss or consequences arising from the use of these example policies.
Everyone has the right to expect a positive experience and a good treatment outcome. In the event of concern or complaint, patients have a right to be listened to and to be treated with respect. Service providers should manage complaints properly so that customers’ concerns are dealt with appropriately. Good complaint handling matters because it is an important way of ensuring customers receive the service they are entitled to expect. Complaints are a valuable source of feedback; they provide an audit trail and can be an early warning of failures in service delivery. When handled well, complaints provide an opportunity to improve service and reputation.
All clinicians and staff are expected to encourage patients to provide feedback about the service, including complaints, concerns, suggestions and compliments.
Clinicians and staff are expected to attempt resolution of complaints and concerns at the point of service, wherever possible and within the scope of their role and responsibility.
The process of resolving the problem will include:
If the problem is resolved, clinicians and staff are expected to complete the Suggestion for Improvement form to record feedback from patients.
Our clinicians and staff will consult with their manager if addressing the problem is beyond their responsibilities.
Complaints that are not resolved at the point of service, or that are received in writing and require follow-up, are regarded as formal complaints.
Our clinicians and staff refer complaints to [complaints manager/clinical director] if:
If the complaint is not resolved at the point of service, clinicians and staff are expected to provide the complainant with the formal complaints policy.
Clinicians and staff then complete the first two sections of the Complaint Follow-up form and forward it to Robert Munroe.
The complaints manager coordinates the resolution of formal complaints in close liaison with the treating clinician and other staff who are directly involved.
Robert Munroe is responsible for coordinating investigation and resolution of formal complaints, conducting risk assessments (in consultation with clinicians), liaising with complainants, maintaining a register of complaints and other feedback, providing regular reports on informal and formal complaints, and monitoring the performance of the service.
Matthew Fellowes is responsible for a proactive approach to receiving feedback from patients and staff, risk management in consultation with Robert Munroe.
Robert Munroe is responsible for:
All clinicians and staff need to have been appropriately trained to manage complaints competently.
The service provides training in dispute management, customer service and our complaints management procedures as part of induction and through regular updates.
Regular reviews are conducted by Robert Munroe to check the understanding of the complaints process among clinicians and staff.
Information is provided about the complaints policy and external complaints bodies that patients can go to with a complaint, such as [Save Face ltd] in a variety of ways, including;
After receiving a formal complaint, Robert Munroe reviews the issues in consultation with relevant clinicians to decide what action should be taken, consistent with the risk management procedure.
Formal complaints are normally resolved by direct negotiation with the complainant, but some complaints are better resolved with the assistance of an alternative dispute resolution provider.
The Robert Munroe will sign the complainant to an appropriate external body if;
Privè Advanced Facial Aesthetics Limited undertakes to signpost patients to approved (by the Chartered Trading Standards Institute.
The complaints manager maintains a complaints and patient feedback register ( e.g. Save Face portfolio), with records of informal feedback (Suggestions for improvement and patient feedback forms) and formal complaints.
Personal information in individual complaints is kept confidential and is only made available to those who need it to deal with the complaint.
Complainants are given notice about how their personal information is likely to be used during the investigation of a complaint.
Individual complaint files are kept in a secure filing cabinet in the [complaints manager]’s office and in a restricted-access section of the computer system’s file server.
Patients are provided with access to their medical records [in accordance with the confidentiality policy]. Others requesting access to a patient’s medical records as part of resolving a complaint are provided with access only if the patient has provided authorisation [in accordance with the confidentiality policy].
Complainants are initially provided with an explanation of what happened, based on the known facts.
At the conclusion of an inquiry or investigation, the complainant and relevant clinicians and staff are provided with all facts, the causal factors contributing to the incident and any recommendations to improve the service, and the reasons for these decisions.
Robert Munroe carries out investigations of complaints to identify what happened, the underlying causes of the complaint and preventative strategies.
Information is gathered from:
Where an individual clinician or staff member has been nominated by a complainant, the matter will be investigated by the relevant manager or supervisor, who will:
The clinicians and staff members will be asked to provide a factual report of the incident, identify systems issues that may have contributed to the incident and suggest possible preventive measures.
Where the investigation of a complaint results in findings and recommendations about individual clinicians and staff members, the issues are addressed through the service’s staff performance and review process.
The [complaints manager/quality unit] prepares monthly reports on the number and type of complaints, the outcomes of complaints, recommendations for change and any subsequent action that has been taken. The reports are provided to staff, clinicians, and senior management and if appropriate, uploaded into the personal portfolio for audit and appraisal.
The [complaints manager/quality unit] periodically prepares case studies using anonymised individual complaints to demonstrate how complaints are resolved and followed up on, for the information of staff, and for use in audit and appraisal.
Information about trends in complaints and how individual complaints are resolved is routinely discussed at staff meetings and clinical review meetings as part of reflecting on the performance of the service and opportunities for improvement.
Complaint reports are considered and discussed at monthly clinical review meetings and directors’ meetings.
An annual quality improvement report is published that includes information on:
The service promotes the changes it has made as a result of patient complaints and suggestions in its general publicity.
The [complaints manager/practice manager] continuously monitors the amount of time taken to resolve complaints, whether recommended changes have been acted on, and whether satisfactory outcomes have been achieved.
The [complaints manager/practice manager] annually reviews the complaints management system to evaluate if the complaints policy is being complied with, and how it measures up against best practice guidelines. As part of the evaluation, consumers, clinicians and staff are asked to comment on their awareness of the policy and how well it works in practice.
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Appointments must be booked in advance, either through our booking system, phone, or email.
A deposit may be required to secure your booking. Deposits are non-refundable but may be transferable with adequate notice.
Please arrive on time for your appointment. Late arrivals may result in a shortened session or rescheduling.
We require at least 48 hours’ notice for cancellations or rescheduling.
Cancellations made with less than 48 hours’ notice may result in the deposit being retained.
Refunds are only issued if we are unable to provide the treatment booked.
Certain treatments require a medical consultation and completion of consent forms.
It is your responsibility to provide accurate and complete medical history. Failure to disclose relevant information may affect the safety and results of your treatment.
Treatments will not proceed without signed consent.
Individual results vary and cannot be guaranteed.
Before and after photographs may be taken (with your consent) for medical and record-keeping purposes.
Aftercare advice must be followed to achieve the best results.
Clients must be 18 years or older to receive injectable or aesthetic treatments. Proof of age may be required.
Payments must be made in full at the time of treatment.
We accept card payments and other approved methods.
Prices may change at any time but will be confirmed at the time of booking.
All treatments are carried out by qualified professionals.
While every effort is made to ensure your safety, Blue Velvet Aesthetics is not liable for adverse reactions that could not reasonably be foreseen.
We are not responsible for loss or damage to personal belongings while on our premises.
The content on our website is for general information only and may be updated without notice.
Unauthorised use of our website or content may result in legal action.
If you are unhappy with any aspect of our service, please contact us directly.
We aim to resolve complaints quickly and fairly.
These Terms & Conditions are governed by the laws of England and Wales.
If you have questions about these Terms & Conditions, please contact:
Blue Velvet Aesthetics
Twyford House, Kennedy Way
Tiverton EX16 6RZ, United Kingdom
Email: cuddytanya@yahoo.com
Phone: +44 7395 885393