Complaints Process



Here at Dorchester Aesthetics Centre, we pride ourselves in offering first class treatments and customer service to all of our customers. However, we recognise that on occasions unfortunately things can go wrong.


IIn the unlikely event this does happen we will try to ensure we put things right at the earliest opportunity.

This procedure advises how to bring things to our attention if you are not happy about the treatment or service that you have received.


When mistakes happen, you shall be acknowledged; an apology made; an explanation given of what went wrong; and the problem rectified quickly and effectively. Demonstrating a commitment to ensure that the organisation learns lessons from complaints and claims and uses these to improve our services


The quickest and most effective way of resolving any problem is to bring it to our attention immediately.

Please raise your concern in person with our Director Lisa Ryall. Lisa will listen carefully to your concerns and do what she can to correct any problems.

IIf you do not feel comfortable or able to do so, you can advise us of your concern by emailing Lisa directly on
Please provide as much detail as possible, including details of the staff member, date, and time of your appointment.


We will acknowledge your complaint either by telephone or by writing within 3 working days.


A full response will be made within 28 working days of receipt of the complaint.


IIf you are still dissatisfied with the response received, we kindly ask you inform Lisa and you will be invited into further discussion on how we can resolve the complaint to your satisfaction.


Our Aims & Objectives


  • We aim to provide a service that meets the needs of our service users and we strive for a high standard of care.
  • We welcome suggestions from service users and from our staff about the safety and quality of service, treatment and care we provide.
  • We are committed to an effective and fair complaints system; and
  • We support a culture of openness and willingness to learn from incidents, including complaints.

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