If you have a complaint, we will do everything we can to find a solution together in order to keep alive the vision of the brand where we strive to prove that patients are Essential to us.
Essential Aesthetics works hard to keep our patients satisfied. The first step in this process is a good consultation, in which expectations are discussed and adjusted if necessary.
It can however happen that you are still not satisfied. We thoroughly regret it of course, but also see it as an opportunity to improve our service, which is why we welcome feedback, we take it seriously and we are eager to hear if there is anything that needs improving.
If you have a complaint, we will do everything we can to find a solution together using the following steps:
- Make an appointment with the relevant employee to discuss your complaint and come to a solution. We can assure you that we will do our best as a clinic to reach an understanding, as well as suitable solution between you and the relevant employee.Have you already discussed your complaint with the relevant employee, but you did not reach a common understanding?
- E-mail us with your complaint (to: firstname.lastname@example.org) and possibly mention the relevant employee your complaint is directed to. If your complaint is about physician, possibly send pictures, so that we can discuss them with the treating physician.
You will get a confirmation of receiving your complaint within 2 working days. We assure you that your complaint will be tackled in confidentiality. Internal Complaints Committee of Essential Aesthetics, formed of experts in compliance and personnel with legal background, will then review your complaint, and you will get the official answer within 14 working.
If you are still unable to resolve your complaint, it is possible to submit a written complaint which will be dealt with by an objective complaints coordinator of DOKh authority, independent dispute resolution body from The Netherlands. They will review your complaint and inform you about your possibilities (e.g. insurance).