Perfectly You Ltd’s Complaint Policy

1. Our commitment

If you are unhappy with any part of your experience with us, we want to hear about it so we can put things right. Raising a concern will never affect the care you receive from us.

This policy applies to Perfectly You Co, a trading name of Perfectly You Ltd (company number 15009146), 57 Rodney Street, Liverpool, L1 9ER. It covers every treatment, consultation, product and service we provide, including bookings made through Fresha.

A complaint is any expression of dissatisfaction, spoken or written, about:

• a treatment result, side effect or aftercare
• the advice or information you were given before or after treatment
• the way you were treated by a member of our team
• bookings, cancellations, deposits, payments or refunds
• a product bought from us
• how we have handled your personal information

Adele McGrath, Head Practitioner, is responsible for making sure every complaint is handled under this policy.

2. How to make a complaint

Please tell us as soon as you can, ideally within 14 days of your treatment, so we can see you while any issue is still visible and act quickly. We will still accept and look into complaints made up to 12 months after the event, or later if there is a good reason for the delay.

You can contact us by:

• Email: info@perfectlyyouco.com (subject line “Complaint”)
• Phone: 0151 662 1363
• Post: Complaints, Perfectly You Co, 57 Rodney Street, Liverpool, L1 9ER
• In person: speak to any member of the team at the clinic

It helps us if you include:

1. your name, phone number and email address
2. the date of your appointment and the treatment or product involved
3. what happened and what you are unhappy about
4. photographs, if your concern is about a treatment result
5. what you would like us to do to resolve it

If you need help making a complaint, or would like someone (such as a family member) to complain on your behalf, just let us know. We will need your written permission before we discuss your treatment with anyone else.

3. What happens next

Stage	What we do	When
Acknowledge	Confirm we have your complaint and who is dealing with it	Within 5 working days
Review	Look at your treatment records, consent form, photographs and aftercare notes, and speak to the team involved. We may invite you for a free review appointment	Usually within 4 weeks
Respond	Send you a written response explaining what we found and what we propose	Within 8 weeks
Update	If we need longer, for example while waiting on third-party advice, we tell you why and when to expect our response	Before the 8 weeks end

Our written response will set out what we looked at, what we found, and any steps we are offering to resolve your complaint. We will keep a record of your complaint and how it was resolved, separate from your treatment notes.

We use what we learn from complaints to improve our treatments, information and service.

4. Concerns about your health or a treatment result

If you think you need urgent medical help, do not wait for a complaint to be answered. Signs that need attention straight away after an injectable treatment include severe or increasing pain, skin turning white, blue or mottled, changes to your vision, difficulty breathing or swallowing, or spreading redness, heat and swelling. Call us on 0151 662 1363 immediately. If you cannot reach us, call NHS 111, or 999 in an emergency.

For non-urgent concerns about a result or side effect, we will usually offer a free review appointment with the practitioner who treated you, or another suitably qualified practitioner if you prefer. Some reactions are a normal, temporary part of healing; we will explain what to expect and record what we see, including photographs with your consent.

We may report suspected side effects from a medicine or medical device to the MHRA Yellow Card scheme. You can also report them yourself at yellowcard.mhra.gov.uk.

Our insurer. Like all responsible clinics, we hold medical malpractice insurance. Where a complaint relates to a treatment outcome, an injury or a request for compensation, we may need to tell our insurer and share relevant information from your records with them. Any offer of a refund, compensation or further treatment made in response to such a complaint may need our insurer’s agreement first, which can affect how quickly we can respond. We will keep you informed.

Saying sorry that you are unhappy, or that something has not gone as you hoped, is not an admission of fault or legal liability. Our written response is not an admission of liability unless it says so expressly.

5. Putting things right, and your information

Depending on what we find, the ways we may resolve a complaint include an explanation, an apology, a review or corrective treatment, or a full or partial refund. Product returns follow our Refund Policy. None of this affects your statutory rights under the Consumer Rights Act 2015.

Please raise your concern with us before disputing a payment with your bank, so we have the chance to resolve it.

We treat every complaint confidentially. We use the information you give us only to investigate and respond to your complaint, to meet our legal and insurance obligations, and to improve our service, as described in our Privacy Policy. We keep complaint records for at least 10 years after the treatment concerned.

If your complaint is about how we have handled your personal data and you are not satisfied with our response, you can contact the Information Commissioner’s Office at ico.org.uk.

6. If you are still not satisfied

If you are unhappy with our response, please tell us within 28 days and Adele McGrath will review the complaint personally and send you a final written response.

If our final response does not resolve things, you can take your complaint further:

• Alternative dispute resolution (ADR). Our certified ADR provider is Consumer Arbitration, approved by the Chartered Trading Standards Institute (details). We consider each case individually, and our final response will tell you whether we agree to use ADR for your complaint.
• Professional regulator. If your treatment was given or prescribed by a registered healthcare professional, you can raise concerns about them with their regulator: the Nursing and Midwifery Council, General Medical Council, General Dental Council or General Pharmaceutical Council.
• Hygiene or safety at the clinic. Contact Liverpool City Council’s environmental health team.
• Consumer advice. The Citizens Advice consumer helpline can advise you on your rights and refer matters to Trading Standards.
• Court. You can bring a claim in the county court, including the small claims track.

Making a complaint to us does not affect your legal rights.

Policy review. We review this policy every year. Next review: 12 Oct 2027.