1. Purpose

Zora Skin and Aesthetics Group aims to provide safe, professional and respectful services. This policy explains how clients and other individuals can raise a concern or complaint, how it will be considered and what they can expect from us.

2. Scope

This policy applies to complaints about enquiries, consultations, appointments, treatments, aftercare, customer service, accessibility, payments, cancellations, privacy, website content and other services provided by or on behalf of the clinic.

A request for information, a routine booking query or a request to correct a minor issue may be dealt with informally and will not necessarily be recorded as a formal complaint unless the person remains dissatisfied or asks for it to be treated formally.

3. Our commitments

• Complaints will be taken seriously and handled fairly, respectfully and without discrimination.
• Raising a complaint will not result in poorer treatment or disadvantage.
• Information will be shared only with those who need it to investigate or respond.
• We will remain open and honest, acknowledge mistakes where identified and explain any action taken.
• Complaints will be used to improve services, policies, training and client experience.

4. How to make a complaint

Complaints should normally be made through the Business WhatsApp contact shown on our website. A complaint may also be raised in person at the clinic, although written details are encouraged so that the concern can be recorded accurately.

Please provide, where possible:

• your name and preferred contact details;
• the date of the appointment, treatment or incident concerned;
• a clear description of what happened and why you are dissatisfied;
• the outcome or action you are seeking; and
• copies of any relevant documents, messages or photographs.

A representative may complain on another person’s behalf, but we may need the client’s written authority before discussing confidential information unless another lawful basis applies.

5. Time limit for raising a complaint

Complaints should be raised as soon as reasonably possible so that the facts can be investigated properly. We will normally accept complaints made within 12 months of the event or of the person becoming aware of the issue. A later complaint may still be considered where there is a reasonable explanation for the delay and a fair investigation remains possible.

6. Immediate clinical concerns

A possible treatment complication, unexpected reaction or urgent clinical concern should be reported immediately using the aftercare or emergency contact instructions provided. It should not wait for the normal complaints process. In an emergency, call 999 or attend the nearest emergency department.

7. What happens after a complaint is received

• We will record the complaint and acknowledge it, normally within three working days.
• We may contact the complainant to clarify the issues, obtain further information or agree the preferred method of communication.
• Relevant records, consent forms, photographs, messages, booking information and treatment notes may be reviewed.
• Where appropriate, information may be sought from a prescriber, practitioner, insurer, supplier or other relevant professional, subject to confidentiality and data-protection requirements.
• We aim to provide a written outcome within 20 working days. If more time is needed, we will explain why and provide an updated timescale.

8. Our response

The response will normally summarise the complaint, explain the information considered, set out the findings and confirm any action proposed. Depending on the circumstances, this may include an explanation, apology, correction, further review, changes to procedures, staff learning, remedial treatment where clinically appropriate, or a refund considered in line with the clinic’s terms and the individual circumstances.

Making a complaint does not automatically create an entitlement to a refund, compensation or free treatment. Any financial or clinical remedy will be considered fairly and on its own facts.

9. If the complainant remains dissatisfied

A complainant who remains dissatisfied may ask for the outcome to be reviewed. Because Zora Skin and Aesthetics Group is owner-operated, the review may involve reconsidering the evidence, seeking independent professional advice, consulting the clinic’s insurer or referring the matter to an appropriate external body where relevant.

Depending on the subject of the complaint, the person may also seek independent advice from Citizens Advice, report a consumer issue to Trading Standards through the appropriate route, contact the Information Commissioner’s Office about personal-data handling, or pursue any other legal or regulatory remedy available to them.

10. Data-protection complaints

A complaint about how personal information has been collected, used, stored, shared or protected will be handled under this policy together with the Website Privacy Policy and applicable UK data-protection law. We will provide a clear route for raising such complaints, acknowledge them within the legally required period and investigate and communicate the outcome appropriately.

Individuals may also complain to the Information Commissioner’s Office. We encourage them to contact the clinic first so that we have an opportunity to address the concern.

11. Confidentiality and records

Complaint records will be stored securely and separately or appropriately linked to the relevant client record. Access will be limited to those who need the information. Records will be retained for an appropriate period in line with legal, insurance, clinical and business requirements.

12. Unreasonable or abusive behaviour

We will make reasonable efforts to resolve complaints, including making suitable communication adjustments where needed. However, threatening, abusive, discriminatory or harassing behaviour will not be accepted. Communication may be limited to a particular method or contact point where behaviour is persistent, excessive or prevents a fair investigation. This will not stop a genuine complaint from being considered.

13. Learning and monitoring

Complaints and outcomes will be reviewed to identify recurring concerns, risks and opportunities for improvement. Where necessary, policies, website information, consent processes, aftercare instructions, training or working practices will be updated.

14. Policy review

This policy will be reviewed at least annually and sooner where there is a material change in the law, services, professional guidance or clinic arrangements.

15. Related documents

• Cancellation and Rescheduling Policy
• Website Privacy Policy
• Photography and Media Policy
• Consent Policy
• Incident and Adverse Event Procedure