top of page

COMPLAINTS PROCEDURE

​

At The Face Clinic Bristol, we are committed to delivering safe, ethical and high-quality aesthetic treatments. We recognise that, on occasion, clients may feel dissatisfied with an aspect of their experience. We take all complaints seriously and are committed to resolving concerns promptly, fairly and transparently.

This Complaints Procedure outlines how concerns can be raised and how they will be handled in line with UK best practice and professional standards.

​

1. Scope

This procedure applies to all clients who wish to raise a complaint regarding:

  • Consultations

  • Treatments or outcomes

  • Aftercare

  • Communication or conduct

  • Administrative or booking matters

​

2. Our Commitment

We aim to ensure that all complaints are:

  • Easy to raise and accessible

  • Handled respectfully and without prejudice

  • Investigated fairly, objectively and confidentially

  • Used constructively to improve services

As a sole-practitioner clinic, all complaints are handled directly and professionally by the treating clinician.

Raising a complaint will not affect your future care or treatment.

​

3. Timeframe for Complaints

Complaints must be submitted in writing within 14 days of treatment, in accordance with our Terms & Conditions.

Complaints submitted outside this timeframe may not be accepted unless there are exceptional circumstances.

​

4. How to Make a Complaint

Informal Resolution

Where possible, clients are encouraged to raise concerns at the time of their appointment or shortly afterwards. Many issues can be resolved promptly and effectively at this stage.

Every reasonable effort will be made to address and resolve concerns informally where appropriate.

​

Formal Complaint

If the issue cannot be resolved informally, or you prefer to proceed formally, complaints must be submitted in writing.

Complaints should include:

  • Full name

  • Contact details

  • Date of treatment

  • A clear description of the concern

  • Any relevant supporting information or photographs

​

Formal complaints should be sent to: contact@thefaceclinicbristol.com

​

5. Acknowledgement of Complaints

  • All formal complaints will be acknowledged as soon as reasonably practicable

  • You will be advised of the next steps in the process

​

6. Investigation Process

Each complaint will be:

  • Reviewed objectively and impartially

  • Assessed against consultation records, consent forms, clinical notes and photographs

  • Considered in line with professional, ethical and clinical standards

Where clinically appropriate, you may be invited to attend a review appointment.

​

7. Outcome & Resolution

A full written response will be provided within 28 days of receipt of the complaint.

The response may include:

  • Findings of the investigation

  • Clarification of treatment outcomes and expectations

  • Explanation of clinical decisions

  • Recommendations for further care or review

Any remedial, corrective or follow-up treatment offered will be at the sole clinical discretion of the treating clinician.

​

8. Limitations & Expectations

Please note:

  • Aesthetic results vary between individuals and cannot be guaranteed

  • Refunds are not provided where treatment has been carried out appropriately and safely

  • Dissatisfaction alone does not indicate clinical fault

  • Corrective or dissolving treatments may incur additional fees

Complaints relating to unrealistic expectations, normal healing responses, undisclosed medical conditions or failure to follow aftercare instructions may not be upheld.

​

9. Confidentiality & Data Protection

All complaints are handled in strict confidence and in accordance with:

  • UK GDPR

  • Data Protection Act 2018

Personal and medical information will be used solely for the purpose of investigating and resolving the complaint.

​

10. Escalation

If you remain dissatisfied with the outcome of your complaint, you may request further review. Where appropriate, you may also be advised of relevant external professional or regulatory bodies.

​

11. Learning & Continuous Improvement

All complaints and outcomes are recorded and reviewed to support:

  • Ongoing professional development

  • Improvements in clinical practice

  • Enhanced client experience

​

12. Policy Review

This Complaints Procedure is reviewed regularly and may be updated at any time. The most current version will always apply.

Last updated: 26/01/2026

bottom of page