We want every client to feel informed, supported and comfortable raising concerns. This policy explains how to make a complaint, how we respond, and how we consider refunds, cancellations and requests to change payment methods.
You can raise a concern in person, by telephone, by email or in writing. You do not need to speak to the practitioner involved before making a formal complaint. Please contact the clinic where you received your treatment and address your complaint to the Clinic Manager.
Leamington Spa
Knowle
For email complaints, please use the subject line “Complaint – for the attention of the Clinic Manager”.
Please contact us as soon as reasonably possible. If some time has passed, we will still consider your complaint.
Please contact the clinic promptly if you are concerned about a reaction, your recovery or the treated area. We may recommend a review appointment to assess your concerns and discuss suitable support or next steps. A treatment review can take place alongside the complaints process.
If you need urgent medical attention, seek appropriate medical help without waiting for a response from the clinic.
We aim to acknowledge your complaint within three working days of receiving it. We will tell you who is handling the matter and explain the next steps.
The Clinic Manager, or another appropriate manager, will review the available information. This may include consultation and consent forms, treatment notes, photographs, correspondence and accounts from staff involved. We may ask you for clarification or invite you to discuss the matter.
If your complaint concerns the Clinic Manager, it will be referred to a senior manager or director.
We aim to provide a full written response within 20 working days of receiving your complaint. If more time is needed, we will explain why, provide a revised response date and keep you informed. Working days mean Monday to Friday, excluding bank holidays in England.
Our response will address the concerns you raised, explain our findings and set out any action we propose. Depending on the circumstances, this may include an explanation, an apology, further support, an appropriate remedy or improvements to our procedures.
We consider each complaint on its individual facts and in accordance with your applicable consumer rights.
If you remain dissatisfied, you may request a review by a senior manager or director. Please explain which findings you disagree with and provide any additional information you would like considered. Where possible, the reviewer will not have been directly involved in the original investigation.
We aim to respond within 20 working days of receiving your review request. If more time is needed, we will explain why and provide an updated timescale.
If the complaint remains unresolved, our final response will identify an appropriate alternative dispute resolution provider and explain whether we are willing or required to participate. You may seek independent advice from Citizens Advice or a legal adviser at any stage.
There is no charge for making a complaint. Please let us know if you need help explaining your concerns or require a different communication format. You may appoint someone to complain on your behalf; we will normally need your permission before sharing your personal information with them.
Complaint information will be handled sensitively and in accordance with our Privacy Policy. Relevant information may be shared where necessary with those supporting the investigation or response, including professional advisers and insurers.
Making a complaint will not result in unfair treatment. We use complaints and feedback to improve our services, training and procedures.
We do not offer refunds for treatments already performed solely because a client changes their mind.
Treatment outcomes vary between individuals, and we cannot guarantee a particular result or degree of improvement. Results may depend on factors including individual response, the treatment course completed and adherence to aftercare advice. Additional or maintenance treatments may be recommended.
During consultation, we will explain the expected benefits, limitations and relevant risks. This does not limit our responsibility to provide treatments with reasonable care and skill or to honour the treatment description and commitments agreed with you. Your statutory rights remain unaffected.
If you believe a treatment was not provided appropriately or did not meet what was agreed, please contact us. We will investigate and consider any remedy required by law, which may include repeat performance, a price reduction or a refund, depending on the circumstances.
A review appointment may help us understand your concerns. Attending a review or undergoing further treatment is not an automatic condition of exercising your statutory rights.
Where you are legally entitled to a refund, we will refund the amount due in accordance with your statutory rights. We will not deduct payment-processing fees where the law requires reimbursement without fees.
If you cancel unused treatments outside any applicable statutory cancellation period, we will assess your refund under the cancellation terms provided before purchase. Any deduction will be limited to reasonable, unavoidable losses we are legally entitled to recover. We will take account of costs saved or recovered and explain any deduction in writing.
Payment providers may retain fees charged to the clinic even when a payment is refunded. These costs will not automatically be deducted from your refund. We will only include them where doing so is lawful, fair and consistent with the terms disclosed before purchase.
Any voluntary goodwill refund beyond your legal entitlement will be considered individually. We will explain the amount and proposed terms in writing for your agreement. Booking deposits, cancelled appointments and unused course sessions are also subject to the relevant booking and cancellation terms, which remain subject to your statutory rights.
Please choose your preferred payment method before completing your purchase. If you wish to use Klarna, please discuss this with our team before paying. Klarna payments are subject to approval and the provider’s terms.
Once a payment has been completed, we do not normally reverse it solely to allow the purchase to be paid for using another method, including Klarna. Exceptional requests will be considered individually; a payment-method change cannot be guaranteed.
This does not affect your statutory cancellation rights or your entitlement to a refund where required by law.
Nothing in this policy excludes or limits your statutory rights.
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