Complaint procedure

Customer feedback is important as it helps us to review and improve our service. We support a culture of openness and willingness to learn from feedback.  

Everyone has the right to expect a positive experience and a good treatment outcome.  If we do not achieve this, we would love the chance to rectify the issue causing you dissatisfaction.

We ask for feedback every time you visit our clinic, and every customer is entitled to book a complimentary review appointment following treatment. Please use these opportunities to raise concerns, if you are unhappy with the standard of our service or your treatment outcome, we promise to listen and to deal with your issue appropriately and in a timely manner.

When you give us feedback, we listen to what you say and use this information to improve our service.  

Formal Complaint

When a customer makes a formal complaint about something that has gone wrong, a ‘process’ starts which involves an investigation by the management team:

  • The Clinic Manager will acknowledge your complaint by email within in 2 working days.
  • The company will aim to investigate and seek to resolve formal complaints within 20 days.
  • If the complaint is not resolved within 20 days, we will send you a written update explaining the reason for the delay and a full response will be made within 5 working days of the conclusion of the process.

Should you wish to make a formal complaint please click this link to submit a complaint.