At YouGlo Medical Aesthetic Clinic, we are committed to providing safe, high-quality, and professional medical aesthetic treatments. We value feedback and take all complaints seriously, viewing them as an opportunity to improve our service and maintain the highest standards of care.

This complaints policy is aligned with the principles and guidance set out by the Care Quality Commission (CQC), Save Face, and the Joint Council for Cosmetic Practitioners (JCCP).

Our Commitment

We aim to ensure that:

• Complaints are handled fairly, promptly, and transparently
• Clients feel listened to and respected
• No client is treated differently as a result of raising a concern
• Lessons are learned to improve patient safety and service quality

How to Raise a Complaint

If you are unhappy with any aspect of your experience or treatment, we encourage you to contact the clinic as soon as possible.

Complaints can be made:

• In person
• By email
• In writing

We ask that complaints are raised within 28 days of the issue occurring, where possible, to allow for a timely and effective investigation.

What to Include

To help us investigate your complaint efficiently, please include:

• Your full name and contact details
• Date(s) of treatment
• A clear description of your concern
• Any relevant supporting information or photographs

Complaints Handling Process

1. Acknowledgement
   All complaints will be acknowledged within 5 working days of receipt.
2. Investigation
   Your complaint will be reviewed by the clinic lead or an appropriately qualified practitioner. This may include a review of medical records, consultation notes, consent forms, and photographs.
3. Response
   A full written response will be provided within 28 days, outlining findings, conclusions, and any actions taken or proposed.

If additional time is required, you will be kept informed.

Outcomes & Resolution

Where appropriate, outcomes may include:

• An explanation or clarification
• An apology
• A review appointment or follow-up
• Changes to clinic procedures to prevent recurrence

Due to the medical nature of aesthetic treatments, refunds are not routinely offered for treatments already administered.

Confidentiality

All complaints are handled confidentially and in accordance with data protection legislation. Information will only be shared with relevant parties involved in investigating and resolving the complaint.

Escalation

If you are dissatisfied with the outcome of your complaint, you may request further review. Where appropriate, you may also seek independent advice or escalate concerns to relevant professional or regulatory bodies.

No Detriment

Raising a complaint will not affect your future care. We are committed to maintaining a respectful, professional relationship with all clients.

Policy Review

This complaints policy is reviewed regularly to ensure it remains up to date with current legislation, regulatory guidance, and best practice.