1. Purpose

Bespoke Medical Aesthetics is committed to providing a high standard of care and patient experience. This policy outlines how patients can raise concerns or complaints and how these will be managed in a fair, transparent, and timely manner.

2. Scope

This policy applies to all patients receiving treatments or consultations at Bespoke Medical Aesthetics, including in-person and remote services.

3. Definition of a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, relating to:

Clinical care or treatment outcomes
Communication or conduct
Administrative processes
Fees or payments

4. How to Make a Complaint

Complaints should be submitted in writing via:

Email: hello@bespokemedicalaesthetics.co.uk
Postal address: 2 Woden Ave, Colchester, CO3 0QQ

Please include:

Full name and date of birth
Details of the concern
Relevant dates
Preferred outcome

5. Complaints Procedure

All complaints are handled in line with professional standards expected of UK medical practitioners and in accordance with regulatory expectations for safe, transparent, and patient-centred care.

Stage 1: Acknowledgement

Complaints will be acknowledged within 3 working days of receipt.

Stage 2: Investigation

A thorough review will be conducted, including:
- Clinical records
- Consent documentation
- Photographic evidence (if applicable)
- Correspondence history

Stage 3: Response

A full written response will be provided within 20 working days.
If additional time is required, the patient will be informed with reasons and a revised timeframe.
The final written response will clearly outline the findings of the investigation and any actions taken.
This response represents the final position of the clinic following completion of the complaints process.

6. Communication During Complaint Review

Once a complaint is under formal review, communication may be limited to ensure a fair and structured process.
Patients are requested not to send repeated or excessive correspondence during the investigation period.

7. Outcomes

Following investigation, outcomes may include:

Explanation of findings
Apology where appropriate
Offer of review appointment
Goodwill gesture (at the clinic’s discretion)

Refunds are not guaranteed and are assessed on a case-by-case basis.

8. Chargebacks and Third-Party Disputes

Any chargebacks initiated through payment providers are managed separately from the complaints process.
The clinic will respond to such disputes with appropriate evidence.

9. Reviews and Public Feedback

Patients are entitled to share honest feedback.
The clinic does not remove or suppress genuine reviews.
Any concerns regarding reviews should be raised directly via the complaints process.

10. Escalation

If the patient remains dissatisfied after receiving the final response, they may seek independent advice or escalate the matter to relevant external bodies. These may include, where appropriate:

The General Medical Council (GMC)
The Care Quality Commission (CQC)
Alternative dispute resolution or legal routes

The clinic will cooperate fully with any formal external investigation.

11. Vexatious or Unreasonable Complaints

In rare cases where complaints are deemed vexatious, abusive, or involve excessive correspondence, the clinic reserves the right to:

Limit further communication
Require communication through a third party (e.g. legal representative)

12. Confidentiality and Record Keeping

All complaints will be handled in accordance with UK data protection legislation, including the UK GDPR and Data Protection Act 2018.

A full record of the complaint, investigation, correspondence, and outcome will be retained securely as part of the patient’s clinical record. Patient confidentiality will be always maintained, except where disclosure is required by law or regulatory bodies.

13. Review of Policy

This policy is reviewed annually and updated as required to reflect best practice and regulatory guidance.

Last Updated: March 2026