Complaints Procedure

A complaint is information. It tells us where what we actually did has fallen short of what we said we would do. We would far rather you told us than went away unhappy, and every complaint we receive is properly investigated and answered.

You can raise a complaint in whatever way is easiest for you — in person, by telephone on 020 8616 8780, in writing, or through the contact form on this website.

Written complaints can be sent to info@drcareaesthetics.com, marked for the attention of the complaints owner.

It helps if you can tell us what happened, when, who was involved, and what you would like us to do — but do not worry if you cannot provide all of that. We will ask.

Within two working days we will acknowledge your complaint in writing, confirm who is handling it, and tell you roughly when to expect a full response.

We then investigate. This means reviewing the relevant records, your consent documentation, and the accounts of anyone involved. Where your complaint has a clinical dimension, our clinical lead is involved from the outset.

Within 20 working days you will receive a full response setting out what we found, what — if anything — went wrong, and what we are changing as a result. If the investigation genuinely cannot be completed in that time, we will tell you why, give you a revised timescale, and keep you updated rather than leaving you to chase us.

If you are an academy student and your complaint concerns your training — supervision, course content, or the conduct of staff or other students — the same timescales apply. Your complaint is handled by the academy lead, and escalated where it involves a safeguarding or serious conduct concern.

If you are unhappy with our response, please tell us and we will review it. You may also be able to take your complaint further.

Where your complaint concerns a registered healthcare professional, you can raise it with their professional regulator — for a pharmacist, the General Pharmaceutical Council (pharmacyregulation.org). Where it concerns your personal data, you can complain to the Information Commissioner’s Office (ico.org.uk).