Complaints Policy – Urban Laser Clinics

At Urban Laser Clinics, we are committed to providing high-quality laser treatments and aesthetic services while ensuring every client is treated with dignity, respect, and care. We take all customer feedback and complaints seriously and use them to improve our services.

How to Make a Complaint

If you are dissatisfied with any aspect of your laser hair removal, skin treatment, or aesthetic service, you can submit a complaint in person, by email, or in writing. All complaints are acknowledged within 5 working days and fully investigated, with a response provided within 20 working days.

Our Approach

  • Complaints are handled confidentially and professionally

  • We record all feedback in our Complaints Register

  • Staff respond with courtesy, empathy, and transparency

  • Unresolved complaints can be escalated to senior management or external regulatory bodies, including the Care Quality Commission (CQC) where applicable

At Urban Laser Clinics, every complaint is an opportunity to enhance client satisfaction and maintain our reputation for safe, effective, and professional laser and aesthetic treatments.

1. Policy Statement

At Urban Laser Clinics, we are committed to delivering exceptional, high-quality services while ensuring that every client, patient, and visitor is treated with dignity, respect, and care.
We recognise that, at times, individuals may feel dissatisfied with an aspect of their experience. All feedback and complaints are welcomed as opportunities to listen, learn, and continuously improve our services.

2. Purpose & Scope

This policy outlines our approach to managing complaints in a fair, transparent, and timely manner. It applies to:

  • All clients, patients, members, staff, and visitors of Urban Laser Clinics

  • All treatments, services, and interactions within the clinics

  • All employees, contractors, and volunteers involved in service delivery

Our goal is to ensure that every concern is handled respectfully and resolved promptly, with clear communication throughout.

3. Definition – What Constitutes a Complaint

A complaint is any expression of dissatisfaction regarding any aspect of Urban Laser Clinics’ services, whether made verbally or in writing, and whether raised formally or informally.
This includes, but is not limited to:

  • The quality or outcome of a treatment or service

  • The conduct or attitude of staff

  • The clinic environment or facilities

  • Any policy, process, or procedure perceived as unfair or unclear

4. Communication & Response Process

We aim to make the complaints process straightforward and supportive.

  • Complaints may be submitted verbally, in writing, or via email.

  • Every complaint will be acknowledged within five (5) working days.

  • A full and impartial investigation will be conducted, and a written response provided within twenty (20) working days.

  • All complaints are handled confidentially, with details shared only among staff directly involved in the investigation.

  • If a delay occurs, the complainant will be updated regularly with progress and a revised timescale.

  • 5. Recording & Monitoring

    Every complaint is documented in the Complaints Register, including:

    • Date of submission

    • Name and contact details (if provided)

    • Nature and details of the complaint

    • Actions taken and by whom

    • Final outcome and resolution date

    All records are stored securely in line with data protection standards.
    Complaints are reviewed regularly to identify recurring themes, inform staff training, and support ongoing quality improvement.

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