At Prime Aesthetics, we strive for excellence in every treatment. We value patient feedback and are committed to resolving any concerns through a fair, transparent, and professional process.

Submitting a Complaint

If you are unhappy with the service or clinical outcome of a treatment, we encourage you in the first instance to raise your concerns directly with your treating practitioner, as many matters relating to aftercare or expected downtime can be clarified at this stage.

If you remain dissatisfied, you may submit a complaint in writing by emailing info@primeaesthetics.co.uk, clearly setting out:

  • the nature of your concern; and
  • the outcome you are seeking

A member of the management team will aim to respond within two working days.

If you remain dissatisfied following this, you may request that your complaint be escalated to a formal review. All formal complaints must be submitted in writing to ensure accuracy and a clear record of communication.

Your complaint will then be escalated to a Director who has had no prior involvement in the matter, who will undertake a thorough and independent review.

Our Commitment to Resolution

We take all complaints seriously and follow a structured process to ensure a fair and thorough investigation:

  • Acknowledgement: We will acknowledge receipt of your complaint in writing within three working days.
  • Investigation: Your complaint will be reviewed by a Director and, where appropriate, the treating practitioner. This will include a review of your medical records, consultation history, signed consent documentation, correspondence, and any available clinical photography.
  • Timeframe: We aim to provide a full written response within 28 days of receipt of the formal complaint. Where a matter is more complex and requires additional time, we will notify you of any revised timeframe.

For complaints relating to clinical outcomes or physical side effects, we may request that you attend a clinical review appointment or provide supporting information where appropriate. Failure to engage with this process may limit our ability to fully assess and resolve the matter.

Final Decision

Once our investigation is complete, we will issue a final written decision. This may include:

  • A detailed explanation of the clinical findings.
  • an offer of corrective or maintenance treatment (at the clinic’s discretion)
  • a gesture of goodwill, where appropriate

Please note: refunds are not routinely offered for treatments that have been appropriately administered in accordance with our clinical protocols and where informed consent has been obtained.