My Face Place Ltd | Aesthetics and Beauty

1. Our commitment

At My Face Place, we are committed to providing professional, safe and respectful beauty and aesthetic treatments. We take client feedback seriously and aim to resolve concerns fairly, appropriately and in a timely manner.

This policy explains how clients can raise a concern, how we handle complaints and how matters may be escalated if a client remains dissatisfied.

2. Treatment risks, complications and outcomes

Beauty and aesthetic treatments carry inherent risks, potential side effects and limitations. Individual results vary, and outcomes may differ from expectations despite appropriate treatment, professional care and adherence to aftercare advice.

The occurrence of a recognised side effect, complication or an outcome that differs from an individual’s expectations does not, in itself, establish that the service was unsatisfactory or that professional standards were not met. Such matters are assessed on their individual circumstances and are not automatically considered evidence of poor service.

However, concerns relating to treatment safety, the standard of care, information provided, consent, aftercare or the management of a complication will be taken seriously and reviewed appropriately.

Clients experiencing unexpected symptoms or complications should contact the clinic promptly for appropriate guidance. Serious or potentially urgent symptoms require immediate medical attention and should not be left until a complaint has been reviewed.

3. Raising a concern or complaint

We encourage clients to contact us in the first instance if they have a concern about their experience, treatment or the service received.

Complaints may relate to treatment delivery, communication, customer service, hygiene, appointments, aftercare, payments or other aspects of our service.

Please contact us in writing:

Email: myfaceplaceuk@gmail.com
Business: My Face Place Ltd  Director: Narda Collins

Please include your name, appointment date, treatment or service received, a clear description of your concern and, where possible, the outcome you would like us to consider.

4. How we handle complaints

We aim to manage all complaints fairly, professionally and confidentially.

• Acknowledgement: We aim to acknowledge complaints within 3 working days.
• Investigation: We will review the information provided, relevant treatment records and other appropriate evidence.
• Response: We aim to provide a written response within 20 working days. If further investigation is needed, we will explain the reason for the delay and keep the client informed.
• Outcome: We will communicate our findings and any appropriate actions or proposed resolution in writing.

Complaints will be handled respectfully and objectively, with information shared only with those who reasonably need access to it.

Where a complaint concerns the person ordinarily responsible for handling complaints, alternative arrangements will be considered where reasonably possible.

5. Outcomes and resolutions

Each complaint will be considered on its individual merits. Depending on the findings, an appropriate resolution may include clarification, an explanation, an apology, corrective action, further review or a refund where justified.

Any decision will take account of the circumstances, applicable consumer rights, relevant professional standards and clinical considerations. A particular treatment outcome or the presence of a recognised complication does not automatically entitle a client to a refund or further treatment.

6. If you remain dissatisfied

If you are unhappy with our response, you may request a further review by the clinic owner or an appropriate person not directly involved in the matter, where reasonably possible.

Depending on the nature of your concern, you may also seek advice from the relevant professional regulator, local authority or consumer advice service.

7. Review and Improvement

We use feedback and complaints to review our procedures and identify opportunities to improve client experience, treatment safety and service quality.

Policy owner: My Face Place Ltd

Authorised and signed  by Director: Narda Collins
Last reviewed: October 2026

These terms and conditions outline the rules and regulations for the use of our services. By booking an appointment with us, you agree to these terms and conditions in full. Do not continue to use My Face Place’s services if you do not accept all of the terms and conditions stated on this page.