Effective Date
25 June 2025
J Luxe Medical Aesthetics
Complaints Policy
Transparent, respectful, and clinically responsible complaint handling at our medical aesthetics clinic in Hackney London.
Phone
+44 7883 050603Address
81 Amhurst Road, Hackney, London E8 2AH
01
Introduction
- At J Luxe Medical Aesthetics, we welcome feedback as part of delivering safe, respectful, and high-quality care.
- We handle all complaints through a clear, fair, and confidential process aligned with UK clinical governance standards.
- Our approach is informed by professional guidance from bodies such as JCCP, GMC, and NMC.
02
Purpose of This Policy
- To ensure concerns are acknowledged, investigated, and addressed promptly.
- To maintain trust through transparent communication and respectful dialogue.
- To protect clients and practitioners through a clinically governed process.
- To separate valid service concerns from outcomes rooted in unrealistic expectations or behavior outside policy.
03
Who Can Submit a Complaint
- Current or former clients of J Luxe Medical Aesthetics.
- A legal representative acting for a client with valid consent.
- Prospective clients with a clear concern about communication or conduct.
04
What Can Be Complained About
- Clinical care within the scope of treatments provided.
- Conduct or communication of staff members.
- Service quality, delivery, premises safety, or cleanliness.
- Complaints are not processed where outcomes are within informed consent expectations and clinical standards were met.
- Complaints are not used to bypass no-refund terms where no clinical fault is identified.
- Anonymous complaints or complaints raised over 6 months after the incident may not be accepted.
05
How to Make a Complaint
- Include your full name and contact details.
- Provide a clear summary of events including dates, people involved, and what happened.
- Attach relevant evidence where available.
- State your preferred resolution, where appropriate.
- Submit by email to admin@jluxemedicalaesthetics.com or by post to 81 Amhurst Road, Hackney, London E8 2AH.
06
Our Complaint Process
- Step 1 - Acknowledgement: we confirm receipt within 3 working days.
- Step 2 - Initial review: minor concerns may be resolved informally by phone or in writing.
- Step 3 - Formal investigation: serious concerns are reviewed by the Clinical Director or a designated lead.
- Formal investigations may include review of clinical records, internal statements, and factual verification.
- A written outcome is normally issued within 20 working days.
- If more time is needed, we will explain why and provide a revised timeline.
07
Possible Outcomes
- A written explanation and formal apology where appropriate.
- Service or process improvements.
- Clinical clarification and guidance.
- Corrective treatment only when clinically appropriate and accepted by the treating practitioner.
- In rare cases, recommendation for independent review or formal escalation.
- Compensation is not offered unless liability is established with suitable clinical or legal basis.
08
Escalation Routes
- Joint Council for Cosmetic Practitioners (JCCP): www.jccp.org.uk
- Save Face (where accreditation applies): www.saveface.co.uk
- General Medical Council (GMC): www.gmc-uk.org
- Nursing and Midwifery Council (NMC): www.nmc.org.uk
09
Behavioural Policy
- We operate a zero-tolerance approach to abusive, threatening, or intimidating behavior.
- Defamatory public statements made during an active complaint review may be treated as misconduct.
- Attempts to pressure staff for refunds or services outside policy are not accepted.
- Breach of conduct standards may result in care termination and potential legal action.
10
Data Protection and Confidentiality
- Complaints are managed in line with our Privacy Policy and UK GDPR.
- Complaint records are retained securely for a minimum of 8 years.
- Records are shared only with consent or where legally required.
11
Commitment to Improvement
- Complaint trends are reviewed regularly to identify training and service improvements.
- Each complaint is treated as an opportunity to improve care quality and client experience.
- This policy is available in-clinic and on our website.
Complaint Support
Fair Process, Clear Communication
We review each concern objectively and professionally, aiming to resolve issues quickly while maintaining clinical governance and respectful communication.
Confidential HandlingZero Tolerance Abuse Policy
Need to Raise a Concern?
Send your complaint by email or contact us directly. Include dates, key details, and your preferred resolution where possible.
Email: admin@jluxemedicalaesthetics.com
Phone: +44 7883 050603
Address: 81 Amhurst Road, Hackney, London E8 2AH