Legal
Complaints policy
If something has gone wrong, or you are unhappy with any part of your care, we want to hear it from you directly and early.
Last updated 2026-08-16.
A complaint is not an inconvenience. It is usually the fastest way for us to put something right, and it is how we find out what needs to change.
If it is clinically urgent, do not wait
If you have any change in vision or severe pain around the eye after a filler treatment, call 999 or go straight to the nearest eye A&E. For any other urgent concern after treatment, call 07748 218647 — you will also have been given an out-of-hours number. We will see you face to face the same day. Please do not wait to write a complaint first.
How to complain
Speak to Jorge directly, call 07748 218647, or write to [email protected]. You can complain on behalf of someone else with their consent.
There is no form to fill in. Tell us what happened, when, and what you would like us to do.
What happens next
- Within 3 working days we will acknowledge your complaint and tell you who is handling it.
- Within 20 working days we will give you a full written response. If it is going to take longer — because we need clinical records, or advice from our insurer or indemnity provider — we will tell you why and keep you updated.
- We will tell you what we found, whether we think something went wrong, what we are doing about it, and what we are changing so that it does not happen again.
If you are not satisfied with our response
You can take it further, and we will help you do so rather than stand in the way:
- Our indemnity provider — details supplied on request.
- The prescriber's regulator. Concerns about a doctor can be raised with the General Medical Council at gmc-uk.org.
- Save Face (saveface.co.uk) operates a national complaints service for non-surgical cosmetic treatments and can advise you independently.
- Trading Standards, via Citizens Advice on 0808 223 1133, for concerns about the service as a consumer matter.
Records
Complaints are recorded separately from your clinical notes, reviewed by both clinicians, and used to change how we work. Complaining will never affect the care you receive here.
Book an appointment
If you know what you want, book it. If you would rather talk it through first, a consultation is free — thirty minutes, no obligation, and the £15 deposit comes back to you when you attend.