What Should MedSpa Owners Do if They Get a Complaint? 

 Posted on January 30, 2025 in Professional License Defense

Most business owners have legitimate concerns about whether complaints, true or false, could negatively impact reputation and revenue. In a worst-case scenario, a complaint can trigger an investigation or public outrage that results in a business’s closure. 

Medical spas or med spa owners and operators are at particular risk of dangers stemming from patient complaints. Whether the investigation comes from the Illinois Department of Financial and Professional Regulation (IDFPR), the Office of the Illinois Attorney General, or even the police if the complaint alleges criminal conduct, med spa owners, operators, and employees need to be able to protect themselves from the implications of such complaints and investigations. 

If you are a med spa owner, director, or employee and you are facing a complaint, get help immediately from someone who understands both the medical and legal landscape. Call The Law Offices of Joseph J. Bogdan, Inc. to speak with our Illinois med spa defense attorney. 

Take The Complaint Seriously

Even minor complaints can escalate if ignored. Whether the issue is a billing dispute or a serious claim of misconduct, address concerns professionally and document all details.

Investigate and Document the Issue

Gather all relevant information, including staff statements, security footage, and client records. If a complaint involves potential legal violations, such as unsafe medical practices or unlicensed procedures, consult an attorney immediately.

Address Allegations of Misconduct

If a complaint involves sexual harassment or unprofessional behavior by staff, follow state and federal employment laws. Conduct a thorough internal investigation, and if necessary, take disciplinary action. Implement staff training to prevent future incidents.

Survey Compliance with Medical Regulations

Many states, including Illinois, require medspas to have a supervising physician. Operating without proper oversight can result in fines, license suspension, or legal action. If a complaint questions the legitimacy of medical supervision, review state regulations and correct any compliance issues.

Improve Sanitation and Safety Protocols

Complaints about unhygienic conditions or unsafe procedures can damage a medspa’s reputation. Ensure that staff follows strict sterilization protocols, and schedule regular facility inspections to maintain compliance with health regulations.

Respond Professionally to Insurance and Billing Disputes

If a client disputes insurance coverage or billing, provide clear explanations and work with the insurer to resolve the issue. Keeping detailed financial records can help prevent misunderstandings.

Call Our Illinois Professional License Defense Lawyer

Medical spa complaints and their defense are an emerging, ever-changing area of laws, regulations, and attitudes. If you find yourself in the crosshairs of a complaint investigation, take it seriously, act quickly, and get the help of an Illinois med spa investigation attorney with The Law Offices of Joseph J. Bogdan, Inc.. Call us at 630-310-1267 today for a free consultation.