Patient Complaints Procedure
BEYOO COSMETICS LTD Trading as Beyoo Medical Aesthetics, Skin and Laser
Effective Date: 13 July 2026
At Beyoo Medical Aesthetics, Skin and Laser, we are committed to providing safe, professional and high-quality care. We value all patient feedback and believe that complaints should be viewed as an opportunity to improve our services.
We aim to resolve concerns quickly, fairly and respectfully, ensuring that every patient feels listened to and treated with dignity throughout the process.
Our Commitment
If you are unhappy with any aspect of the care or service you have received, we encourage you to let us know as soon as possible. Wherever possible, we will try to resolve concerns promptly and informally.
If a concern cannot be resolved immediately, it will be managed through our formal complaints procedure.
Making a complaint will not affect your future care or treatment.
How to Make a Complaint
Complaints can be made:
In person
Speak to a member of our team, who will try to resolve your concern immediately where possible.
By telephone
01524 907014
By email
hello@beyoo.co.uk
In writing
Clinic Manager
Beyoo Cosmetics Ltd
Trading as Beyoo Medical Aesthetics, Skin and Laser, DF Studio, 18 Dalton Square, Lancaster LA1 1PL
Please include your full name, date of birth, contact details, a description of your concern and the outcome you are hoping to achieve.
If you are making a complaint on behalf of someone else, we may require written consent from the patient before discussing their care.
What happens next
We aim to resolve simple concerns immediately wherever possible.
If your complaint requires a formal investigation:
- We will acknowledge receipt of your complaint within three working days.
- Your complaint will be investigated by the appropriate member of the management team.
- We may contact you if we require further information or clarification.
- We will review all relevant clinical records, photographs, consent forms and any other relevant documentation.
- We will provide a full written response within 20 working days wherever possible.
If our investigation requires longer than 20 working days, we will keep you informed of our progress and explain the reason for the delay.
Our investigation
Every complaint is investigated fairly, objectively and confidentially.
Depending on the nature of the complaint, we may:
- Review your clinical records.
- Review consultation notes and consent documentation.
- Review clinical photographs where relevant.
- Speak with the clinicians or staff involved.
- Review CCTV where appropriate.
- Obtain advice from product manufacturers, suppliers or independent clinical experts if necessary.
Our aim is to establish the facts and provide a fair and transparent response.
Resolution
Following our investigation, we will explain our findings and, where appropriate:
- Offer an explanation.
- Apologise where we have fallen below our expected standards.
- Explain any actions taken to prevent a similar issue occurring again.
- Arrange a review appointment where clinically appropriate.
- Offer remedial treatment where appropriate.
- Consider a refund or goodwill gesture where appropriate and in accordance with our Terms and Conditions.
Each complaint is assessed individually, and outcomes will depend upon the circumstances of the case.
Learning From Complaints
We are committed to continually improving the quality and safety of our services.
All complaints are recorded, reviewed and discussed as part of our clinical governance process to identify opportunities for learning, staff training and service improvement.
Confidentiality
All complaints are handled confidentially and in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
Information relating to your complaint will only be shared with those who need it in order to investigate and resolve the matter.
If You Remain Dissatisfied
If you are unhappy with our response, please let us know and we will review your complaint further if appropriate.
If your complaint relates to the processing of your personal information, you may also contact:
Information Commissioner’s Office (ICO)
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Telephone: 0303 123 1113
Website: www.ico.org.uk
If your complaint relates to the professional conduct of a regulated healthcare professional, you may also contact the relevant professional regulator where appropriate.
Contact Details
For all complaints, please contact:
Clinic Manager
Beyoo Cosmetics Ltd
Trading as Beyoo Medical Aesthetics, Skin and Laser
Telephone: 01524 907014
Email: hello@beyoo.co.uk
We are committed to treating every complaint fairly, professionally and with respect. Your feedback helps us continually improve the care and service we provide to all of our patients.