Complaints Policy

At The Medispa, your experience matters deeply to us. We’re committed to delivering the highest standard of care and customer service — but if something hasn’t met your expectations, we want to hear about it.

We take all feedback seriously and view complaints as an opportunity to listen, learn, and improve.

How to Make a Complaint

If you’re unhappy with any part of your experience, you can raise your concern in the following ways:

• In Person – Speak to a member of our team during your visit. We’ll always try to resolve any concerns immediately.
• By Email – info@themedispa.co.uk
• By Post – The Medispa, Unit 1B Gatcombe Way, Priorslee, Telford, TF2 9GZ

Please include as much detail as possible so we can fully understand and investigate your concern.

What Happens Next

• We’ll acknowledge your complaint within 2 working days.
• A senior team member will investigate thoroughly and fairly.
• You’ll receive a full response within 15 working days, or we’ll let you know if more time is needed.

Still Not Happy?

If you’re not satisfied with the outcome, you can request a review by our Medical Director, Dr. Khizzer Majid. We are committed to resolving all concerns with professionalism, discretion, and care.

Complaints About How We Use Your Personal Data

We are sure that you will not need to complain, but just in case, if you wish to raise a complaint on how we have handled or processed (used) your personal data, or you have a complaint about the accuracy or retention of your data for example, or believe we are processing your personal data in a way that is not in accordance with the law, you should contact us. We will acknowledge within 30 days as outlined in the amended legislation although we aim to do this sooner. We will investigate the matter without undue delay and will provide you with an outcome. If the investigation takes longer than anticipated, we will keep you informed of progress.

If you are not satisfied with our response to your complaint, you have a right to complain to the UK Information Commissioner’s Office. Telephone 0303 123 1113 (local rate) or complete their online form at ico.org.uk/make-a-complaint/data-complaints-complaints/check-if-you-can-complain/

Our Promise

We handle all complaints confidentially and with respect. Our goal is always to resolve concerns sensitively, fairly, and in line with our values of integrity, professionalism, and care.

Thank you for helping us uphold the highest standards.