Legal
Complaints procedure
We want every client, and every prospective client, to have a clear way to raise concerns. Most issues are resolved quickly in conversation; this page describes the formal route.
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Step 1: tell us
Contact us through the contact page or by phone/email shown on the site, and say “complaint”. Include your name and, if relevant, your booking reference. We acknowledge every complaint within two working days.
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Step 2: our response
A practitioner senior to the person involved reviews the complaint and we respond in writing within ten working days, explaining what we found and what we will do. If we make a mistake, we say so plainly and set out the remedy (correction, refund of fees where appropriate, or other redress).
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Step 3: review
If you are not satisfied with our response, ask us for a formal review. A different senior team member re-examines the matter and gives a final written answer within ten further working days.
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External routes
- Data protection issues: you may complain to the UK Information Commissioner’s Office (ICO).
- If we are registered with a professional or regulatory body relevant to the treatment concerned, you may raise the matter with that body. We will tell you which body applies if asked.
DNAesthetic · Last reviewed 2025-09-15