Complaint & Professional Conduct Gearáin & Iompar Gairmiúil

1. General Conditions 1. Coinníollacha Ginearálta

Elegant Aesthetics Ltd is committed to maintaining a safe, respectful, and professional environment across all clinics.
We operate on a facts-first principle. We are not a "customer is always right" organisation. Decisions are based on evidence, fairness, and company standards.
The welfare, dignity, and safety of our staff are a high priority. At the same time, clients are entitled to receive professional, courteous, and safe treatment at all times.
Rude, aggressive, intimidating, discriminatory, or unprofessional behaviour — whether by staff or clients — will not be tolerated.
This policy applies equally to:
• All employees (full-time, part-time, temporary, agency, contractors)
• All clients and visitors to any Elegant Aesthetics clinic
Tá Elegant Aesthetics Ltd tiomanta do thimpeallacht shábháilte, mheasúil agus ghairmiúil a chothabháil i ngach clinic.
Feidhmímid ar phrionsabal atá bunaithe ar fhíricí. Ní eagraíocht “bíonn an custaiméir ceart i gcónaí” muid. Déantar cinntí bunaithe ar fhianaise, ar chothroime agus ar chaighdeáin na cuideachta.
Is tosaíocht ard dúinn leas, dínit agus sábháilteacht ár bhfoirne. Ag an am céanna, tá cliaint i dteideal cóireáil ghairmiúil, chúirtéiseach agus shábháilte a fháil i gcónaí.
Ní ghlacfar le hiompar drochbhéasach, ionsaitheach, imeaglach, idirdhealaitheach ná neamhghairmiúil — cibé acu ag foireann nó ag cliaint.
Baineann an polasaí seo go cothrom le:
• Gach fostaí (lánaimseartha, páirtaimseartha, sealadach, gníomhaireacht, conraitheoirí)
• Gach cliant agus cuairteoir chuig aon chlinic Elegant Aesthetics

2. Purpose 2. Cuspóir

The purpose of this policy is to:
• Provide a clear and fair complaints process
• Protect staff welfare and workplace dignity
• Ensure clients are treated professionally and respectfully
• Establish consistent investigation and decision-making procedures
• Set out consequences where misconduct is proven
Is é cuspóir an pholasaí seo:
• Próiseas soiléir agus cothrom gearán a chur ar fáil
• Leas agus dínit san ionad oibre a chosaint
• A chinntiú go gcaitear go gairmiúil agus go measúil le cliaint
• Nósanna imeachta comhsheasmhacha imscrúdaithe agus cinnteoireachta a bhunú
• Iarmhairtí a leagan amach nuair a chruthaítear mí-iompar

3. Standards of Behaviour 3. Caighdeáin Iompair

3.1 Staff Standards

All staff must:
• Act professionally at all times
• Treat clients and colleagues with courtesy and respect
• Communicate clearly and appropriately
• Comply with all company policies and regulatory obligations
• Avoid confrontational, dismissive, or unprofessional behaviour

3.2 Client Standards

All clients must:
• Treat staff with courtesy and respect
• Refrain from abusive, aggressive, threatening, or discriminatory behaviour
• Follow clinic policies and professional advice
• Raise concerns calmly through the formal complaints process
Any behaviour that causes distress, intimidation, or risk to staff will be taken extremely seriously.
3.1 Caighdeáin Foirne

Ní mór do gach ball foirne:
• Gníomhú go gairmiúil i gcónaí
• Caitheamh le cliaint agus comhghleacaithe le cúirtéis agus meas
• Cumarsáid a dhéanamh go soiléir agus go cuí
• Cloí le gach polasaí cuideachta agus oibleagáid rialála
• Iompar achrannach, dímheasúil nó neamhghairmiúil a sheachaint

3.2 Caighdeáin Cliant

Ní mór do gach cliant:
• Caitheamh le foireann le cúirtéis agus meas
• Staonadh ó iompar maslach, ionsaitheach, bagrach nó idirdhealaitheach
• Cloí le polasaithe clinice agus le comhairle ghairmiúil
• Imní a ardú go socair tríd an bpróiseas foirmiúil gearán
Glacfar an-dáiríre le haon iompar a chruthaíonn anacair, imeaglú nó riosca don fhoireann.

4. Making a Complaint 4. Gearán a Dhéanamh

A complaint may be made by either:

• A client about a staff member
• A staff member about a client
• A staff member about another staff member

Complaints must:

• Be submitted in writing (email or written statement)
• Include dates, times, and factual details
• Include any supporting evidence where available

Anonymous complaints will be considered at management discretion but may limit the scope of investigation. Is féidir gearán a dhéanamh ag:

• Cliant faoi bhall foirne
• Ball foirne faoi chliant
• Ball foirne faoi bhall foirne eile

Ní mór do ghearáin:

• A bheith curtha isteach i scríbhinn (ríomhphost nó ráiteas scríofa)
• Dátaí, amanna agus sonraí fíorasacha a áireamh
• Aon fhianaise thacaíochta a chur san áireamh nuair atá sí ar fáil

Breithneofar gearáin anaithnideacha faoi rogha na bainistíochta ach d’fhéadfadh sé sin teorainn a chur le scóip an imscrúdaithe.

5. Investigation Procedure 5. Nós Imeachta Imscrúdaithe

5.1 Appointment of Investigator

All investigations will be conducted by a Senior Manager or Director who has had no direct involvement in the incident.

5.2 Investigation Process

The investigator may:
• Interview relevant parties
• Review CCTV (where applicable)
• Review written records, appointment notes, or communications
• Take witness statements

All investigations will be conducted impartially, confidentially, and as promptly as reasonably possible.

5.3 Evidential Standard

The Company operates on an evidentiary, fair-procedure basis.
• Complaints against a staff member will be investigated thoroughly, and findings will be made in accordance with fair procedures and based on the balance of probabilities, objective evidence, and the credibility of accounts provided.
• Complaints against a client will be assessed on the balance of evidence, with appropriate weight given to staff safety, dignity, and wellbeing.

Elegant Aesthetics Ltd maintains a zero-tolerance approach to malicious, vexatious, or unfounded complaints intended to harass or intimidate staff members.

5.1 Ceapadh Imscrúdaitheora

Déanfaidh Bainisteoir Sinsearach nó Stiúrthóir nach raibh baint dhíreach acu leis an eachtra gach imscrúdú.

5.2 Próiseas Imscrúdaithe

Féadfaidh an t-imscrúdaitheoir:
• Páirtithe ábhartha a chur faoi agallamh
• CCTV a athbhreithniú (más infheidhme)
• Taifid scríofa, nótaí coinne nó cumarsáid a athbhreithniú
• Ráitis fhinné a ghlacadh

Déanfar gach imscrúdú go neamhchlaonta, go rúnda agus chomh pras agus is réasúnta indéanta.

5.3 Caighdeán Fianaise

Feidhmíonn an Chuideachta ar bhonn fianaise agus nós imeachta cóir.
• Déanfar gearáin i gcoinne ball foirne a imscrúdú go críochnúil agus déanfar torthaí de réir nósanna imeachta córa agus ar bhonn chothromaíocht na dóchúlachta, fianaise oibiachtúil agus inchreidteacht na gcuntas.
• Déanfar gearáin i gcoinne cliant a mheas ar bhonn chothromaíocht na fianaise, agus meáchan cuí tugtha do shábháilteacht, dínit agus leas na foirne.

Coinníonn Elegant Aesthetics Ltd cur chuige neamhfhulangach i leith gearán mailíseach, suaiteach nó gan bhunús atá dírithe ar fhoireann a chiapadh nó a imeaglú.

6. Clinical vs Service Complaints 6. Gearáin Chliniciúla vs Gearáin Seirbhíse

6.1 Service Complaints

Service-related complaints (for example, communication issues, appointment handling, or professionalism concerns) will be investigated under this policy as outlined above.

6.2 Clinical Complaints

Clinical complaints relating to treatment outcomes, complications, or medical decisions will be reviewed against recognised clinical standards and documentation.
Where necessary, the matter will be referred to the Lead Clinician or treating medical professional for formal clinical assessment.
Where applicable, regulatory obligations to professional bodies (including the Irish Medical Council (IMC) or the Nursing and Midwifery Board of Ireland (NMBI)) will be observed.
Clinical review does not automatically imply wrongdoing but ensures patient safety, regulatory compliance, and professional accountability.

6.1 Gearáin Seirbhíse

Déanfar gearáin a bhaineann le seirbhís (mar shampla, saincheisteanna cumarsáide, bainistiú coinne, nó imní faoi ghairmiúlacht) a imscrúdú faoin bpolasaí seo mar atá leagtha amach thuas.

6.2 Gearáin Chliniciúla

Déanfar gearáin chliniciúla a bhaineann le torthaí cóireála, deacrachtaí, nó cinntí leighis a athbhreithniú de réir caighdeáin chliniciúla aitheanta agus doiciméadú ábhartha.
Más gá, cuirfear an t-ábhar faoi bhráid an Chliniceora Cheannais nó an ghairmí leighis a rinne an chóireáil chun measúnú cliniciúil foirmiúil a dhéanamh.
Nuair is infheidhme, cloífear le hoibleagáidí rialála i leith comhlachtaí gairmiúla (lena n-áirítear Comhairle Leighis na hÉireann (IMC) nó Bord Altranais agus Cnáimhseachais na hÉireann (NMBI)).
Ní thugann athbhreithniú cliniciúil le fios go huathoibríoch go ndearnadh mícheart, ach cinntíonn sé sábháilteacht othar, comhlíonadh rialála, agus cuntasacht ghairmiúil.

7. Investigation Outcome 7. Toradh an Imscrúdaithe

The final decision following investigation will be made by a Director of the Company.

Possible outcomes include:

7.1 Where a Staff Member is Found in Breach

If a staff member is found to have engaged in unprofessional behaviour or breached company policy, they may face disciplinary action in accordance with the Company Disciplinary Policy, which may include:

• Informal counselling
• Written warning
• Final written warning
• Suspension
• Dismissal

7.2 Where a Client is Found in Breach

Elegant Aesthetics Ltd operates a Zero Tolerance policy toward verbal abuse, intimidation, harassment, discrimination, or physical aggression.
If a client is found to have breached the Standards of Behaviour, the Company reserves the right to:

• Issue a formal written warning, or
• Terminate the professional relationship immediately, and
• Issue a permanent ban from all Elegant Aesthetics clinics in order to protect the safety and dignity of our team.

The safety and welfare of staff will take priority in such decisions.
Déanfaidh Stiúrthóir den Chuideachta an cinneadh deiridh tar éis an imscrúdaithe.

I measc na dtorthaí féideartha tá:

7.1 Má aimsítear go bhfuil Ball Foirne i Sárú

Má aimsítear go ndearna ball foirne iompar neamhghairmiúil nó gur sháraigh sé/sí polasaí cuideachta, d’fhéadfadh gníomh araíonachta a bheith i gceist de réir Bheartas Araíonachta na Cuideachta, lena n-áirítear:

• Comhairliúchán neamhfhoirmiúil
• Rabhadh scríofa
• Rabhadh scríofa deiridh
• Fionraí
• Dífhostú

7.2 Má aimsítear go bhfuil Cliant i Sárú

Feidhmíonn Elegant Aesthetics Ltd beartas Neamhfhulaingthe i leith mí-úsáide briathartha, imeaglaithe, ciaptha, idirdhealaithe, nó ionsaí fisiciúil.
Má aimsítear gur sháraigh cliant na Caighdeáin Iompair, coimeádann an Chuideachta an ceart:

• Rabhadh scríofa foirmiúil a eisiúint, nó
• An caidreamh gairmiúil a fhoirceannadh láithreach, agus
• Toirmeasc buan a chur ar an gcliant ó gach clinic Elegant Aesthetics chun sábháilteacht agus dínit ár bhfoirne a chosaint.

Tabharfar tosaíocht do shábháilteacht agus leas na foirne sna cinntí sin.

8. Malicious or Vexatious Complaints 8. Gearáin Mhailíseacha nó Suaiteacha

If a complaint is found to be deliberately false, malicious, or intended to cause harm:

• Staff may face disciplinary action
• Clients may be permanently banned

Elegant Aesthetics will not tolerate misuse of the complaints process.
Má aimsítear go bhfuil gearán d’aon ghnó bréagach, mailíseach, nó dírithe ar dhíobháil a dhéanamh:

• D’fhéadfadh gníomh araíonachta a bheith i gceist do bhaill foirne
• D’fhéadfadh toirmeasc buan a bheith i gceist do chliaint

Ní ghlacfaidh Elegant Aesthetics le mí-úsáid an phróisis gearán.

9. Right to Decline or Discontinue Treatment 9. Ceart Cóireáil a Dhiúltú nó a Scoir

Elegant Aesthetics Ltd reserves the right to decline, postpone, or discontinue treatment where it is deemed that:

• A relationship of mutual trust and professional confidence no longer exists;
• Treatment expectations are unrealistic or clinically inappropriate;
• Continued treatment would not be in the best interests of the client or the practitioner; or
• Behavioural concerns make continuation unsafe or professionally unsuitable.

Such decisions will be made by a Director and/or Lead Clinician and will be documented appropriately.
Coimeádann Elegant Aesthetics Ltd an ceart cóireáil a dhiúltú, a chur siar, nó a scor nuair a mheasann sé:

• Nach bhfuil caidreamh bunaithe ar mhuinín fhrithpháirteach agus ar mhuinín ghairmiúil ann a thuilleadh;
• Go bhfuil ionchais chóireála míréadúil nó neamh-oiriúnach ó thaobh cliniciúil de;
• Nach mbeadh cóireáil leanúnach ar mhaithe le leas an chliaint ná an chleachtóra; nó
• Go gcuireann imní iompair leanúnachas cóireála i mbaol nó go ndéanann sé neamh-oiriúnach go gairmiúil é.

Déanfaidh Stiúrthóir agus/nó an Cliniceoir Ceannais na cinntí sin agus déanfar iad a dhoiciméadú go cuí.

10. Appeal Process 10. Próiseas Achomhairc

To ensure fairness and transparency:

• Either party may appeal the outcome in writing within 7 days of notification.
• The appeal will be reviewed by a neutral Director who was not involved in the original investigation.
• The appeal review may involve re-examination of evidence or procedural review.

The decision of the neutral Director will be final.
Chun cothroime agus trédhearcacht a chinntiú:

• Féadfaidh aon pháirtí achomharc a dhéanamh i scríbhinn laistigh de 7 lá ó fhógra an toraidh.
• Déanfaidh Stiúrthóir neodrach nach raibh páirteach san imscrúdú bunaidh an t-achomharc a athbhreithniú.
• D’fhéadfadh athscrúdú ar fhianaise nó athbhreithniú nós imeachta a bheith i gceist leis an athbhreithniú achomhairc.

Beidh cinneadh an Stiúrthóra neodraigh críochnaitheach.

11. Confidentiality & Data Protection 11. Rúndacht & Cosaint Sonraí

All complaints and investigations will be handled with discretion and confidentiality. Information will only be shared on a strict need-to-know basis.

Where CCTV footage is reviewed as part of an investigation, it will be processed in accordance with the Company’s Data Protection and CCTV Policy and applicable GDPR requirements.

CCTV is operated for the safety and security of staff, clients, and for the investigation of incidents. Appropriate signage is displayed in clinic locations.
Déileálfar le gach gearán agus imscrúdú go discréideach agus go rúnda. Roinnfear faisnéis ar bhonn dian “riachtanas eolais” amháin.

Má dhéantar athbhreithniú ar thaifead CCTV mar chuid d’imscrúdú, próiseálfar é de réir Bheartas Cosanta Sonraí agus CCTV na Cuideachta agus de réir riachtanais infheidhme GDPR.

Oibrítear CCTV ar mhaithe le sábháilteacht agus slándáil foirne agus cliant, agus chun eachtraí a imscrúdú. Tá comharthaíocht chuí ar taispeáint in ionaid chliniciúla.

12. Policy Review 12. Athbhreithniú Beartais

This policy will be reviewed periodically and may be amended to reflect operational, legal, or regulatory developments.
Déanfar athbhreithniú tréimhsiúil ar an bpolasaí seo agus féadfar é a leasú chun forbairtí oibríochtúla, dlíthiúla nó rialála a léiriú.

Review date 1st March 2027 Dáta Athbhreithnithe 1 Márta 2027

- by Graham Williamson.
on behalf of Elegant Aesthetics Ltd - le Graham Williamson.
ar son Elegant Aesthetics Ltd