Last updated 04/03/26
At Aurelia Clinic, we are committed to providing a high standard of care and service to all clients. If you are unhappy with any aspect of your treatment or experience, we encourage you to raise your concerns so they can be reviewed and addressed appropriately.
How to Make a Complaint
If you wish to make a complaint regarding a treatment or service received at Aurelia Clinic, this must be submitted in writing within 14 days of your appointment.
Complaints should include:
● Your full name
● The date of your appointment or treatment
● A clear description of your concern
● Any relevant supporting information
All complaints must be submitted by email to: info@aureliaclinicuk.co.uk
Complaint Acknowledgement
Once a complaint has been received, Aurelia Clinic will acknowledge receipt of the complaint within 5 working days.
Investigation Process
Your complaint will be reviewed carefully by Aurelia Clinic management. This may include reviewing:
● Consultation forms
● Consent forms
● Treatment records
● Clinical photographs (if applicable)
Where necessary, you may be invited to attend a review appointment so that the practitioner can assess the treatment outcome.
Response
Following a full review of the complaint and any relevant information, Aurelia Clinic will aim to provide a formal response within 14 working days.
If further investigation is required, we will inform you and provide an updated timeframe.
Resolution
Any outcome or resolution will be communicated in writing and handled fairly, in line with Aurelia Clinic policies and professional standards.
Policy Agreement
By receiving treatment at Aurelia Clinic, you agree to follow the clinic’s complaints procedure as outlined in this policy. Aurelia Clinic reserves the right to review and update this Complaints Policy periodically to ensure it remains compliant with current regulations and best practice.
