Complaints Procedure

Last updated: 8 November 2026

We aim to give every client an excellent experience. If something has not met your expectations, we want to hear about it so we can put it right.

If you have an urgent medical concern

If you are worried about a reaction or your health after treatment, seek medical advice straight away: call 999 in an emergency or NHS 111 for urgent advice, and then let us know.

How to complain

Email [email protected] with your name, the date of your appointment and details of your concern. You can also raise it with us in person. Please include what you would like us to do to resolve it.

What happens next

• We will acknowledge your complaint within 3 working days.
• We will investigate it fully and fairly, and may ask you for more information.
• We will send you a written reply within 14 days, explaining what we found and any action we will take. If we need longer, we will tell you why and when to expect a reply.

If you are still not satisfied

If we have not resolved your complaint, you can seek independent advice from Citizens Advice or your local Trading Standards office. If your complaint concerns how we handled your personal information, you can contact the Information Commissioner’s Office at ico.org.uk.

Learning from feedback

We record every complaint and use what we learn to improve our service. Complaints are treated confidentially and handled in line with our Privacy Policy.