Complaints Policy

Glow Up Aesthetics – Crawley, West Sussex  

At Glow Up Aesthetics, we are committed to delivering safe treatments, high standards of care, and excellent customer service. We value all feedback and take complaints seriously, as they help us improve and maintain client trust.  

1. Making a Complaint

• If you are unhappy with any aspect of your treatment or experience, please raise your concern with us as soon as possible.

• Complaints can be made verbally during your appointment, by phone, or in writing via email.

• Written complaints should include your name, treatment received, date of treatment, and details of your concern.  

2. How We Handle Complaints

• We aim to acknowledge all complaints within 48 hours.

• A full investigation will be carried out by the treating practitioner.

• You will receive a written or verbal response within 10 working days where possible.

• If further investigation is required, we will keep you updated throughout the process.  

3. Resolution

• We will always try to resolve complaints quickly and fairly.

• Where appropriate, we may:

• Invite you for a follow-up consultation.

• Offer advice, corrective treatment, or alternative solutions.

• Explain clearly why no further action can be taken if applicable.  

4. Escalation

• If you feel your complaint has not been resolved to your satisfaction, you may escalate it in writing to the clinic manager/owner.

• In rare cases where a complaint cannot be resolved internally, you may seek independent advice from a relevant regulatory or industry body.  

5. Our Commitment

• All complaints are treated with respect, confidentiality, and professionalism.

• Raising a concern will never affect your right to future treatments at Glow Up Aesthetics.  

We encourage open communication and will always do our best to put things right.