At Athena Aesthetics, we are committed to delivering the highest standard of care, service, and professionalism. However, if something does not meet your expectations, we take all complaints seriously and aim to resolve them promptly, fairly, and transparently.
1. Our Commitment
We aim to:
- Listen carefully to your concerns
- Treat you with respect and professionalism
- Investigate all complaints thoroughly
- Resolve issues as quickly as possible
- Use feedback to improve our services
2. How to Make a Complaint
If you are unhappy with any aspect of your experience, please contact us as soon as possible:
Email: [email protected]
Please include:
- Your full name
- Contact details
- Details of your complaint
- Date of treatment or appointment
- Any relevant supporting information
3. Complaint Timeframe
- Complaints should ideally be made within 14 days of your treatment or experience
- We will acknowledge your complaint within 2 working days
- We aim to provide a full response within 10 working days
If more time is required, we will keep you informed.
4. Investigation Process
Your complaint will be:
- Reviewed by a senior member of the team
- Investigated thoroughly, including consultation notes if relevant
- Assessed in line with clinical standards and best practice
We may invite you for a review appointment if appropriate.
5. Resolution
Where appropriate, we may offer:
- A clear explanation of findings
- A review or follow-up appointment
- Corrective treatment (if clinically appropriate)
- Goodwill gestures at our discretion
Please note: refunds are handled in accordance with our Refund Policy.
6. Clinical Safety
If your complaint relates to a clinical concern or complication:
- Please contact us as soon as possible
- We will prioritise your care and arrange appropriate follow-up
Your safety is always our highest priority.
7. Escalation
If you are not satisfied with our response, you may choose to escalate your complaint.
Depending on the nature of your treatment, you may contact:
- Your treating practitioner’s professional regulator (if applicable)
- Relevant industry or regulatory bodies
We will provide guidance on this if requested.
8. Confidentiality
All complaints are handled confidentially and in accordance with data protection laws.
9. Continuous Improvement
We value feedback and use complaints as an opportunity to:
- Improve our services
- Enhance patient experience
- Maintain the highest clinical standards
10. Contact Us
To raise a complaint or discuss a concern, please contact:
Athena Aesthetics
Email: [email protected]