Complaints Policy

At Halcyon Aesthetics we pride ourselves in delivering outstanding professional customer service to all our clients. We are a leading clinic in providing specialised skin treatments and non- surgical treatments carried out by our dedicated team of experts. We treat all of our clients with care, respect and compassion, however there may be times when the service you have received may not reach the high standards that we aim to achieve.

It is important to Halcyon Aesthetics that you inform us of your dissatisfaction. Should this happen, the most effective way of resolving any concerns is by informing the Clinic Manager or practitioner immediately after the service of treatment. At Halcyon Aesthetics, we will listen to any of your concerns, and aim to resolve the complaint effectively. Should you need assistance with making your complaint we are more than happy to support you through the process.

It is best to make your complaint as soon as possible as it will be easier to investigate the facts. You should normally make your complaint within the three months of the incident that you are concerned about. Halcyon Aesthetics may be willing to investigate the complaint after the three months of the incident if you have a good reason as to why you could not act any sooner.

Any complaints must be written and sent to where we aim to resolve the complaint efficiently and effectively. The complaint will be investigated by the Clinic Manager and you will receive acknowledgment either through phone or email within 3 working days. The clinic manager will provide you with a written response within 20 working days from the acknowledgement of your complaint, however if the complaint is of a complicated nature, the investigation may take longer to investigate.

Complaints of non- medical nature will be investigated by the Clinic manager or Assistant manager.

If your complaint is regarding a treatment you have received, the matter will be investigated by the clinic medical team including the medical director. You may be asked to attend the clinic for an assessment with a practitioner or medical doctor. If this is the case, you will be informed of the date of assessment. Once the assessment is complete, you will receive an outcome of your complaint within 20 working days either by letter, email or phone.