Complaints policy.

Effective Date: 6 October 2025

Purpose

At The Selborne Clinic we are committed to providing the highest standard of care in all our aesthetic treatments, including anti-wrinkle injections and dermal fillers. We value all feedback— positive or negative — as an opportunity to improve our services. This Complaints Policy outlines how clients can raise concerns and how we will respond to ensure fair, transparent, and timely resolution.

Our Commitment

We will:

  • Treat all complaints seriously, respectfully, and confidentially.

  • Respond to complaints promptly and efficiently.

  • Learn from complaints to improve our services.

  • Ensure no client is discriminated against for making a complaint.

3. How to Make a Complaint

You can make a complaint in any of the following ways:

In Writing

Email: hello@theselborneclinic.com
Post: The Selborne Clinic, Galley Hill, Selborne GU34 3LN

By Phone

Phone: 07356 274681

In Person

Ask to speak with the Clinical Director during your visit. We will arrange a private space for the discussion.

4. Information to Include

To help us resolve your complaint quickly, please include:

  • Your full name and contact details

  • Date of your treatment or visit

  • Name of the practitioner (if applicable)

  • A clear description of your concern

5. What Happens Next

  • Acknowledgement: We will acknowledge your complaint within 5 working days of receiving it.

  • Investigation: The complaint will be investigated by the Clinic Director or senior practitioner.

  • Response: You will receive a full response within 15 working days. If more time is needed, we will let you know why and keep you updated.

6. Escalation

If you are not satisfied with our response, you may escalate your complaint to the relevant regulatory body, such as:

  • General Medical Council (GMC)

  • Independent Mediation Services (if applicable)

We will provide the relevant contact details upon request.

7. Confidentiality

All complaints are handled in accordance with data protection laws. Your information will only be shared with those directly involved in handling your complaint.

8. Continuous Improvement

All complaints are reviewed regularly by management to identify trends and areas for improvement. Staff receive training on complaint handling and customer service.

9. Contact Details

The Selborne Clinic
Dr Geeta Moor
Galley Hill, Selborne GU34 3LN

07356 274681
hello@theselborneclinic.com


theselborneclinic.com