Complaints Policy

In Detail

As part of our duty to the CQC, MYA have a comprehensive comments and complaints policy in place, clear details of which are available to all patients. Patients may make complaints verbally and in writing. Our complaints process is within each clinic's Statement of Purpose, which is regulated by the Care Quality Commission. There is also a policy which encourages patients to be made aware of complaints procedure; verbal and written. All complaints will be treated seriously and confidentially except to facilitate an investigation. Complaints should be made within 6 months of the event complained about, or within 6 months of the matter coming to the attention of the complainant.

Verbal complaints can be addressed with any MYA employee either face to face or via telephone. Typically, your first point of contact will be a member of staff you are familiar with resolution. We will try to handle address and resolve verbal complaints immediately where possible however, if an immediate resolution is not possible, an acknowledgment will be provided within 2 working days and where possible, a resolution will be provided within 5 working days.

Written Complaints: 

Written complaints must be either sent to the complainant’s local MYA Clinical Hub or MYA Head Office for the attention of the Complaints Team.

Complaints Department
MYA Cosmetic Surgery
1 Cardale park
Beckwith head Road
Harrogate
HG3 1RY

They may also be sent via email to patientcomplaints@mya.co.uk. All complaints will be acknowledged within 3 working days of receipt. An investigation will commence and the complaint handler will write to the complainant explaining the outcome of the investigation within 20 working days of the acknowledgement letter. In the event that investigations are still ongoing, and a response has not been reached when the initial 20 working days expires, a letter of update will be sent every 20 working days.

The Centre for Effective Dispute Resolution – CEDR. Following the exhaustion of MYA's internal complaints resolution process, if the patient remains dissatisfied with MYA's response, they are able to request Independent Dispute Resolution by CEDR. CEDR is an independent charity. Under its Private Healthcare Mediation Scheme CEDR can provide dispute resolution services for unresolved complaints between patients and independent

Please Note:

Once a verbal or written complaint is submitted you must not discuss your issue of complaint on the MYA forum, MYA social media pages or other social platforms as this could affect the efficiency of your complaint procedure and be detrimental to your issue being resolved in a timely matter. As this is an open complaints process, any comments regarding this will be removed