We take great pride in providing professional treatments including dermal fillers, advanced dermal therapies and Advanced courses .

The staff at Dr Sam Rigby Aesthetics and Laser Clinic understand that some patients may wish to complain about some aspect of the service which has been offered or received. we would kindly ask that you bring this to the attention of our team as soon as possible.

Complaints can be made in person, by telephone, by letter, or by e-mail. Our policy is to take complaints seriously and deal with them according to the procedures set out in our policy - available to view in the links below.

Once we receive your complaint we will respond within 3 working days . A full investigation of the nature of your complaint will be carried out within 20 days and you will receive a response to address the complaint.

Following the resolution of the complaint you will receive a full report within 5 days of the complaint being closed. 

We Value and take seriously all feedback and complaints without bias or prejudice please see additional information below on the steps you can take to make us aware if you wish to make a complaint or give feedback: 

​

Verbal complaints 

Patients may wish to make a verbal complaint please ensure that you raise your concerns with a member of staff and will make every effort to resolve the issue as quickly as possible. if the matter has not been resolved to your satisfaction then we will recommend that you make a formal written complaint. 

​

 

 

Written complaints 

Please address all formal complaints to Dr Sam Rigby and Bronwyn Rigby. Property address is unit 6 , Tithe house . 43 Station street . Cockermouth . Cumbria. Ca139QW. 

Within the written formal complaint please include the following. what you are unhappy with . The date , time and member of staff that handled the situation . what your expectation was and how it wasn't met. 

​

​

Email Complaints

Alternatively you may choose to send an email to bronxrigby@gmail.com and drsamrigby@gmail.com

​

​

​

Citizens Advice Bureau (CAB)
You may wish to contact your local Citizens Advice Bureau for advice about making a complaint. The nearest CAB to Dr Sam Rigby Facial aesthetics and laser clinic is at Citizens Advice, 4th Floor, Broadacre House, Lowther Street, Carlisle CA3 8DA; Tel: 0344 111 444.
Appealing the outcome of your complaint
If you remain unhappy after you have received a response to your complaint, you may wish to consider escalating your complaint to Saveface to access a complaints resolution procedure. The contact details are:
Saveface - https://www.saveface.co.uk/concern/ / Tel: 01495 239261 / Email: info@saveface.co.uk
Care Quality Commission (CQC)
You may also wish to contact the Care Quality Commission (CQC) concerning your complaint. The CQC is the organisation that regulates our Services as an independent healthcare provider in England. The address is: Care Quality Commission, Citygate, Gallowgate, Newcastle upon Tyne NE1 4PA (Tel: 03000 616161) Internet: http://www.cqc.org.uk (However, please be aware that the CQC does not have an authority to formally investigate complaints against healthcare providers).

 

​

​

​

​