top of page

Feedback & Complaints

Your experience and care matter to us. We welcome feedback and take concerns seriously, using them as an opportunity to listen, respond fairly and continually improve our service. If something has not felt right, please tell us so that we can understand what happened and work with you towards an appropriate resolution.

Do You Need Urgent Clinical Advice?

If you are experiencing unexpected symptoms or are concerned about your recovery following treatment, please contact the clinic directly rather than waiting for a response through this form. For a serious or rapidly worsening medical concern, call NHS 111 or seek emergency assistance by calling 999.

Share Your Feedback or Concern

Please use the form below to tell us about your experience. You are welcome to share positive feedback, make a suggestion, raise a concern or submit a formal complaint. Providing as much relevant information as possible will help us understand and respond appropriately.

Tell us about your experience

Preferred method of contact
What would you like to share?
Date of appointment or incident
Day
Month
Year
Have you already discussed this with a member of our team?

What Happens Next

1. Personal acknowledgement

​

Kate Plowes, Clinical Director, will personally acknowledge your feedback or complaint within 48 hours and explain what will happen next. Your information will be handled sensitively and confidentially.

2. Fair review and investigation

​

We will review the information you have provided alongside any relevant clinic records and, where appropriate, speak with the team members involved. We aim to provide a full written response within 20 working days. If more time is needed, we will explain why and keep you updated.

3. A clear outcome

Our written response will explain what we have found, the outcome of our review and any action we intend to take. If you remain dissatisfied, we will explain the next steps available to you, including independent redress where the matter falls within the relevant scheme’s remit.

Independent Support and Redress

We hope to resolve every concern directly and fairly through our own complaints process. If you remain dissatisfied after receiving our final response, or eight weeks have passed since you submitted your formal complaint, you may be able to refer the matter to the Cosmetic Redress Scheme, provided it falls within the scheme’s remit.

​

The Cosmetic Redress Scheme considers eligible complaints relating to customer service and consumer rights. It does not determine matters involving treatment injury, medical side effects or clinical negligence. If your concern falls outside its remit, we will explain any other appropriate route available to you.

bottom of page