If something has gone wrong, tell us. Message the clinic on WhatsApp 07944 990370, or email skin@kbaestheticslondon.com with "Complaint" in the subject. Kelsey, our Clinical Director, looks at every complaint personally. We acknowledge it in writing within 48 hours and aim to give you a full answer within 10 working days.
You can tell us in person, by message, by email or by letter. Whoever you speak to will take careful notes and pass them to Kelsey. If you prefer not to give your name, we will still look into what you tell us as fully as we can.
Within 48 hours we write to you with a short summary of your concern, what we will do to look into it, and when you can expect our answer.
Kelsey speaks with the team involved and reviews your records where that is relevant, to understand what happened and why.
Usually within 10 working days, we tell you what we found, apologise where we got something wrong, explain what we will do to put it right, and what we will change so it does not happen again.
Write to us within 10 working days of our reply and ask for a further review. We will look at it again, independently where appropriate, and reply in writing within 10 working days.
Every complaint is recorded and reviewed, so we can spot anything that keeps coming up and improve. Complaint records are kept securely for seven years.
Anything unclear, ask us. WhatsApp 07944 990370 or skin@kbaestheticslondon.com.
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