Start here
How to raise a concern
Email contact@
Please include:
- your name and contact details;
- a clear account of what happened; and
- what you would like odNOVA to consider.
Consultation-led aesthetic medicine · Brighton & Hove · By appointmentConsultation-led · Brighton & HoveConsultation-ledBrighton & Hove
Legal
Complaints policy.
A clear route for a concern.
How to raise a concern, and how a complaint is received, investigated and answered.
How to raise a concernA direct route
Raise a concern and understand what happens next.
If you are unhappy with any part of your experience, tell Piotr directly. Your concern will be heard, recorded and considered carefully.
Piotr Wojtowicz receives and handles concerns personally.
Clinical concerns
If the concern relates to a treatment outcome
An in-person assessment may be needed so the concern can be examined, documented and considered properly.
Email and WhatsApp are not emergency services. If you believe that you need urgent medical attention, seek appropriate urgent care.
Response
What happens next
Piotr will acknowledge your complaint within two working days.
He will review the relevant information, explain the known facts without speculation and consider the outcome you are seeking. He may ask for further information or arrange an assessment where that is necessary.
A full written response will be sent within 20 working days. If the investigation cannot be completed within that period, you will receive a progress update within 20 working days explaining what remains outstanding and when a full response is expected.
Respect and records
Privacy and fairness
Your concern will be handled respectfully and with appropriate confidentiality. Information will be used only where it is needed to investigate and respond to the complaint.
Relevant communications, assessments and the response may form part of the complaint or clinical record.
Complaint records are kept only for as long as they are needed to investigate and respond, meet relevant legal, professional or insurance responsibilities, and handle any related claim. Where information forms part of the clinical record, the clinical-record retention period in the Privacy and cookie policy applies and may be extended while a complaint or claim remains active.
If more is needed
External review or escalation
The final response will explain any relevant external review or escalation route that applies to your concern and how to use it.
If you remain dissatisfied after the final response, it will explain any independent, professional or regulatory route relevant to your concern and how to contact it.
If your concern is about the handling of personal information, you may also complain to the Information Commissioner’s Office.
A concern can begin with a direct message
Tell Piotr what happened.
Set out the concern in your own words and say what you would like odNOVA to consider.
