Complaints Handling Policy
Our process for managing concerns or complaints regarding treatments or services.
Complaints Handling Policy
At Awlin Beauty Medical Aesthetics, we are committed to providing safe, ethical, and high-quality medical aesthetic treatments.
We take all concerns seriously and view feedback as an opportunity to improve our service, patient experience, and clinical standards.
If you are dissatisfied with any aspect of your treatment or experience, we encourage you to contact us so that we can address your concerns promptly and professionally.
What Is a Complaint
A complaint is defined as any expression of dissatisfaction regarding:
Complaints may be raised by the client receiving treatment or by someone acting on their behalf with appropriate consent.
Our Commitment
When handling complaints, we will:
How to Make a Complaint
To ensure clarity and accuracy during investigation, complaints should be submitted in writing.
You can contact the clinic using the following details:
When submitting a complaint, please include:
Providing detailed information helps us investigate your concern efficiently.
How to Make a Complaint
To ensure clarity and accuracy during investigation, complaints should be submitted in writing.
You can contact the clinic using the following details:
When submitting a complaint, please include:
Providing detailed information helps us investigate your concern efficiently.
Complaint Timeframe
We recommend that complaints are raised within 6 months of the treatment or event giving rise to the concern.
We recommend that complaints are raised within 6 months of the treatment or event giving rise to the concern.However, complaints submitted after this timeframe may still be considered where appropriate.
What Happens Next
As part of the investigation process we may:
This helps us assess the situation fully and fairly.
If additional time is required to complete the investigation, we will inform you and provide an updated timeframe.
Clinical Review Appointments
If your complaint relates to treatment outcome, you may be offered a clinical review appointment to:
Medical aesthetic treatments involve biological variability and outcomes cannot be guaranteed.
Refund Policy Position
Medical aesthetic treatments are clinical procedures, not retail products.
As such:
Escalation
If you remain dissatisfied after completion of our internal complaints process, you may raise your concern with the professional regulator for registered nurses in the United Kingdom:
Learning and Improvement
All complaints are recorded securely and reviewed as part of our ongoing commitment to improving patient care, safety, and communication.
Feedback from complaints may be used to improve clinic procedures, policies, and training where appropriate.
