Scope of the procedure
Submitting a complaint
This policy sets out the procedure for submitting and considering complaints about care or service at odNOVA.
Complaints should be addressed directly to Piotr Wojtowicz, trading as odNOVA Aesthetics.
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How to submit a complaint
Complaints may be submitted by email to contact@
Formal language is not required when submitting a complaint. If clinical information or photographs are needed, instructions for providing them will be supplied.
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Investigation and response
Piotr Wojtowicz will consider the complaint, review the relevant information and request clarification where necessary. The response will set out the findings, address each issue raised and explain any proposed further action.
Where a failing is identified, Piotr Wojtowicz will acknowledge it and explain the available remedial action. Findings from complaints also inform improvements to the service.
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Response timeframe
A full response will be provided within 7 working days of receipt of the complaint.
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Data protection and patient rights
Information necessary to investigate the complaint and document the response is retained and processed in accordance with the Privacy & Cookie Policy.
Submitting a complaint does not affect the patient’s right to respectful treatment. Each complaint will be considered fairly, including where it concerns care provided or decisions made by Piotr Wojtowicz.