Complaints & aftercare

Our commitment

Every client is treated with the same standard of care, honesty and confidentiality. If something falls short, we will listen, investigate properly and tell you what we have found, even when the answer is not the one you were hoping for.

Aftercare and review appointments

• Written aftercare is provided after every treatment, along with a direct way to contact the clinic if you have a question.
• Where a review is included in your treatment, such as the two week anti-wrinkle review, it is booked before you leave and costs nothing extra.
• If you are worried between appointments, contact the clinic rather than waiting. Most concerns are easier to resolve early.

If something does not feel right

Contact the clinic promptly, describing what you have noticed and when it started. Photographs taken in good light are often helpful. You will be offered an appointment to be assessed, and treatment for a complication is not charged.

For urgent medical advice outside clinic hours, contact NHS 111. In an emergency, call 999.

How to raise a complaint

• Send your concern in writing using the contact page, or ask to speak to Rachel at the clinic.
• Include your name, the date of your appointment, the treatment involved and what happened.
• Tell us what outcome you are looking for, so it can be addressed directly.

What happens next

• We acknowledge every complaint within five working days.
• We aim to give a full written response within 20 working days. If the investigation needs longer, we will tell you why and when to expect it.
• We may need to review your clinical records, and we may invite you in to discuss what happened face to face.

If you remain unhappy

If your concern is about the care provided by a registered healthcare professional, you can also raise it with their professional regulator. They can advise on whether the matter falls within their remit.

You do not need to use a solicitor to make a complaint, and making one will never affect the care you receive.