Raise it with us first
Speak to your practitioner or the clinic manager. Most concerns are resolved the same day. If you would rather put it in writing, email the clinic or write to our registered office marked for the Clinical Governance Lead.
What happens next
We acknowledge every written complaint within three working days.
We investigate and respond in full within twenty working days. If it will take longer, we will tell you why and keep you updated.
Our response will set out what we found, what we are doing about it, and what you can do if you remain unhappy.
If you are still not satisfied
You may refer the matter to the Independent Sector Complaints Adjudication Service (ISCAS), to which we subscribe.
Concerns about a clinician's fitness to practise can be raised directly with the GMC, NMC or GDC.
Concerns about the safety of a regulated service in England can be raised with the Care Quality Commission.
Complaining does not affect your care
We will continue to treat you with the same courtesy and standard of care. Raising a concern helps us improve, and we would always rather know.
This is a demonstration website. Lumière Aesthetics is a fictional clinic group and the policies above are illustrative examples of the documents a UK aesthetic clinic would publish. They are not legal advice.