It is our objective to ensure that every client is delighted with the services that they receive.
However, we recognise that on occasions things can go wrong. If this does happen we will try to ensure we put things right at the earliest opportunity. This procedure advises how to bring things to our attention if you are not happy about the service that you have received.
We will ensure that all complaints are followed through, documented and when appropriate action is taken to prevent a recurrence.
The quickest and most effective way of resolving any problem is to bring it to our attention immediately. Please raise your concern with your practitioner or the Clinic Manager. They will listen carefully to your concerns and do what they can to correct any problems.
If you do not feel comfortable or able to do so, you can advise us of your concern by writing to us. Please provide as much detail as possible, including details of the date and time of your appointment.
After receiving your written complaint it will be recorded on our computer system and we will acknowledge your complaint either by telephone or by writing within 2 working days.
We aim to fully respond to you within 20 working days of receipt of your written complaint with a resolution. If however we cannot fully respond within the 20 working day period, we will send you written confirmation that your complaint is still under investigation.
There is a 48 hour notice period to cancel or rearrange appointments. Outside this period, booking deposits will not be refunded. Late arrivals of 15 minutes or more might not be able to be seen.
We do not offer refunds on any treatment delivered. However, if you change your mind about any treatment purchased within 14 days, we are happy to exchange it for an alternative treatment or product or offer you a refund. We do not offer refund on skincare products sold.
Treatment reviews may be carried out between 2 and 4 weeks following treatment. Reviews will never be performed when there is evidence of swelling, bruising, inflammation or pain. One treatment review only will be performed per treatment and never outside the 4 weeks period following treatment. Reviews refer to the treatment delivered and include the agreed volumes and doses of any used and paid for product. Additional services or products will be charged accordingly.
Children are welcome into our clinic. However, our staff are unable to supervise children during treatments for both health & safety and insurance reasons. Please could we politely ask that you do not bring your children along to your appointment with us unless they are supervised by another adult. Children will not be allowed into treatment rooms for health and safety reasons.