Concerns and Complaints

Our aim is safe, honest and consistent care. If something has fallen short, or you have a concern about any part of your treatment or your experience at the clinic, we want to hear from you. Every concern is handled fairly, confidentially and promptly.

Speak to us first

The quickest way to put something right is to speak to Sarah directly: in person, by phone (+44 7930 601119), on WhatsApp or by email (sarahlynneaesthetics@gmail.com). Most concerns are resolved with a conversation. If your concern relates to the result of a treatment, please contact us as soon as you can so that we can see you promptly.

Making a formal complaint

If you would rather make a formal complaint, please put it in writing, by email or by letter to: Sarah Lynne Aesthetics, 1 Bank Place, Porthmadog, Gwynedd. To help us investigate, include your name and contact details, the date of the treatment or event, what happened, and what you would like to happen next.

What happens next

We will acknowledge your complaint within three working days (we are open Tuesday to Friday). We will investigate fully and send you a written response within 20 working days. If for any reason we need longer, we will explain why and keep you updated as we go.

Clinical concerns after a treatment

If you are worried about your health after a treatment, use the details in your aftercare instructions and contact us straight away. If your symptoms are urgent, call NHS 111 or seek emergency care immediately. Dealing with a clinical concern always comes before any complaints process.

If you are not satisfied with our response

We hope to resolve every complaint ourselves, but if you are not satisfied you can take the matter further:

• Save Face, the accredited register on which we are a registered practitioner (Level 7, Platinum status). Save Face offers an independent complaints resolution service.
• Healthcare Inspectorate Wales (HIW), the regulator for independent healthcare services in Wales.
• Cyngor Gwynedd, which licenses both the premises and the practitioner for special procedures.

If your complaint relates to a prescription medicine, we can also direct you to the professional regulator of the prescriber involved. We will give you the correct contact details for each of these routes.

Records and confidentiality

Every complaint is recorded and handled in line with UK data protection law. Making a complaint will never affect your care or your welcome at the clinic.