How It Works
CAPCAS, mediates disputes between clients and aesthetic service providers with an emphasis on Prevention rather than cure
01
Tier 1
Focus
Handles non-medical, non-legal issues such as contract disputes, aftercare concerns, and general dissatisfaction with the service.
Process
- Case handlers, with backgrounds in dispute resolution or law, investigate the complaint.
- They contact both parties to gather information and understand the situation.
- They aim to categorize the complaint and suggest potential resolutions.
- These suggestions are not legally binding unless the service provider has agreed to a binding arbitration process.
Escalation
If either party believes the issue warrants further investigation, the case can be escalated to Tier 2.
02
Tier 2
Focus
Handles more serious issues with potential medical or legal implications, such as Severe tissue distortion /complications, infections;burns and excessive or abnormal scarring.
Process
- Involves independent review by a panel of GMC-registered medical professionals or SRA-regulated solicitors.
- Experts examine the case and provide their professional opinion.
- Parties can agree to consider the Tier 2 outcome as binding, but they retain the right to pursue litigation.
- Service providers are responsible for the costs of the Tier 2 investigation, with fees capped based on their turnover and professional indemnity limits.
Escalation
In rare cases, the complaint may be escalated to Tier 3.
03
Tier 3
Focus
Handles the most complex cases with significant legal implications.
Process
- Involves referral to a panel of legal counsel (barristers) specializing in clinical negligence litigation.
- This tier is still under development and requires approval from the Chartered Trading Standards Institute (CTSI).
- Parties may have the option of pursuing legal action through a conditional fee agreement (CFA)-previously known as a ‘no win-no fee’ contract
Reviews From Our Clients
'Professional; Discreet; effiient and relevant. I Would highly recommend using this service if you are at a stalemate with your beauty provider over a dispute or even just a minor disagreement about what service you received vs that which you expected.'
R.S
'I was totally overwhelmed with what happened to me following my procedure.I didnt understand what was happening to me and i felt that the salon where i had the procedure done, were gaslighting me.You really helped me to put my point of view across and they were able to refund my service fee quickly and with no quibbles'
T.H
'I thought i was the only one that this had happened to but you helped me to realise that although disappointing, the outcome of my procedure was in keeping with someone with my type of anatomy and you helped me to see that i was always asymmetrical in my cheek area ever since i was younger and before i ever went near an aesthetic clinic'
P.N
Key Features
This tiered system provides a structured framework for resolving disputes within the aesthetics industry, promoting greater accountability and improving the overall client experience.
The process emphasizes preventing disputes through clear communication, realistic expectations, and thorough consultations.
The aim is to find fair and equitable resolutions for both parties, minimizing the need for costly and time-consuming litigation.
The tiered system allows for a gradual escalation of the review process, addressing simpler issues at lower tiers and reserving more complex cases for higher levels of expertise.
The process aims to be transparent and fair to both clients and service providers.
Tier 1
£
150
Annually
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All Tier 1 investigations are Included in the basic membership fee.
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Fees are capped to be competitive with other similar schemes.
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Providers can choose to accept Tier 1 recommendations or to decline and remind complainant of their legal and statutory rights
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Offers providers a cost effective and less onerous solution to offer their clients than directing them to litigation routes
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Display our logo to show your clients that you are an active subscriber and have fulfilled the mandatory legal requirements for ADR
Tier 2
₤
POA
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Escalation option and quotation is Included in the basic membership fee.
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Cost of investigation is variable based on procedure type, value, and clinic turnover.
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Fees are capped to be competitive with other similar schemes.
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Providers can opt-out of Tier 2 investigation, but the fee is non-refundable once the investigation process has begun.
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Available to all members and transparent quotes given upfront before engagement.
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Full cost of expert witness reports are provided before engagement
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Offers providers a cost effective and less onerous solution than directing them to expensive litigation
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Can help with keeping professional indemnity premiums down as an insurance event is often avoided
Tier 3
₤
POA
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Abillity to offer this Tier is Included in the basic membership fee.
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Variable premium based on procedure type, value, and clinic turnover.
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Fees are capped to be competitive with other similar schemes.and crucially to provide a more economical alternative to litigation
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Available once approved by the CTSI.
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May involve legal counsel and may offer Conditional Fee Agreements (CFAs) to clients.
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Offers a cost effective and less onerous solution than litigation and engagement remains completely voluntary by parties
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Once approval is signed off by CTSI, this service give rise to an insurable event
Benefits for Professionals
₤
300
annually
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Access to Tier 1 complaint resolution services.
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Ability to advertise your membership with the CAPCAS logo.
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Access to communication workshops and training resources.
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Membership in a community of providers committed to high standards of care.
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Access to our exclusive members only Media Library
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Help from our experts with Complication Management
don’t wait any longer
Contact Our experts today!
Contact an experienced Caseworker to help you resolve your dispute today