Complaints Procedure

At Aesthetics Julie Edwards, we are committed to providing safe, professional, and high-quality aesthetic treatments and excellent customer service. We value feedback from our clients and take any concerns or complaints seriously. If you are unhappy with any aspect of our service, we encourage you to let us know so that we can investigate and work towards a fair resolution.

How to Make a Complaint

If you wish to make a complaint, please contact us as soon as possible using one of the following methods:

Email: info@aestheticsjulieedwards.co.uk
Telephone: 01253 375859
Postal Address: 17a Market Square, Lytham, FY8 5LW

Please include:

  • Your full name and contact details.
  • The date of your appointment or treatment.
  • A description of your complaint.
  • Details of the outcome you are seeking.

Our Complaints Process

Once we receive your complaint, we will:

  1. Acknowledge receipt of your complaint within 3 working days.
  2. Investigate the matter thoroughly, reviewing any relevant records and, where necessary, discussing the matter with the practitioner involved.
  3. Respond to you in writing with the outcome of our investigation within 14 working days wherever possible.

If our investigation requires additional time, we will keep you informed of the progress and provide an updated timescale.

Our Commitment

We aim to:

  • Treat all complaints fairly, respectfully, and confidentially.
  • Investigate concerns promptly and impartially.
  • Communicate openly throughout the process.
  • Learn from feedback to continually improve our services.

Making a complaint will not affect the standard of care or service you receive from us.

Treatment Concerns

If your complaint relates to the outcome of an aesthetic treatment, you must attend a review appointment with your practitioner before your complaint can be fully investigated or considered.

The purpose of the review appointment is to assess the treatment outcome, discuss your concerns, and determine whether any further treatment or other appropriate action may be required. This assessment is an essential part of our complaints process, as aesthetic treatment results can only be evaluated following a clinical examination.

Please note that, due to the nature of aesthetic procedures and individual healing responses, treatment outcomes can vary between clients. A complaint does not automatically entitle a client to a refund, corrective treatment, or compensation. Each case will be assessed individually, fairly, and in accordance with applicable consumer law.

If you choose not to attend the requested review appointment, we may be unable to fully investigate your complaint or determine an appropriate resolution.

Confidentiality

All complaints will be handled in confidence. Information will only be shared with those directly involved in investigating and resolving the complaint or where required by law.

Further Assistance

If you remain dissatisfied after we have completed our complaints process, you may wish to seek independent advice regarding your consumer rights.

Contact Us

Aesthetic Julie Edwards
Email: info@aestheticsjulieedwards.co.uk
Telephone: 01253 375859

We appreciate the opportunity to address your concerns and are committed to resolving complaints in a professional, respectful, and timely manner.