Managing disputes and complaints
Help for TYCT members and patients in resolving disputes
The TYCT Standards for Injectable cosmetic treatments Standard 7 requires that “Patients are assured that an appropriate complaints process is in place.”
Sometimes it is not possible to achieve an outcome that both complainant and clinic can accept. Rather than leaving a disaffected patient, or resorting to law, TYCT offers an alternative method of dispute resolution that can result in an acceptable outcome quickly, and effectively at modest cost. The ability to refer to an impartial, off-site third party is usually all that is needed.
TYCT has a service for TYCT Registered clinics to use the Centre for Effective Dispute Resolution (CEDR) to mediate difficult complaints. You still need first to try to resolve a complaint yourself – but if that proves impossible, TYCT provides an impartial second recourse for reaching agreement.
For the clinic with one or two practitioners, the service is included within TYCT membership fee. For Clinic Organisations, CEDR will charge a membership fee of £120.00 pa. Each dispute handled by CEDR will cost £500.00.
- Download the Treatments You Can Trust Complaints Management Flow Chart (PDF)
Complaints against TYCT by any party
If a complaint against actions by TYCT cannot be settled between the parties, TYCT will refer the matter to CEDR for mediation, on a shared-cost basis division of the CEDR charge of £500.
If not then settled, the complaint will be referred to the TYCT Governance Board.
What is mediation?
Mediation is an informal process for settling disputes through direct negotiations. A trained mediator contacts the parties directly, usually by telephone, to attempt to facilitate mutually acceptable resolution to the complaint. Any settlement reached through mediation will become binding as a contractual agreement.
Who are the mediators?
The mediators have all been trained and accredited under CEDR Mediator skills training course to be professional mediators. Accreditation requires a minimum of 70 hours training including five days of comprehensive tuition and participation in effective dispute resolution where participants are trained in the skills needed for effective mediation of disputes. CEDR Accreditation is internationally recognised as the standard of excellence with over 10,000 professionals trained in 60 countries over the last 25 years.