Complaints Procedure

Last updated: 15 October 2026.

Our approach

We want to know when something has not met your expectations. Every complaint is taken seriously, handled fairly and treated in confidence, and it will not affect the care you receive from us.

How to complain

Tell us as soon as you can, ideally within 12 months of the treatment. You can contact us by email at info@skinlabmedispa.co.uk, by phone on 020 3457 2046, or in writing to The Light Centre, 4 Baker Street, London W1H 6AZ. Please include your name, the date and clinic of your appointment, and what happened.

What happens next

Acknowledgement. We aim to acknowledge your complaint within 3 working days.
Investigation. A senior member of the team who was not involved in your care will look into it. We may ask you for more detail or invite you to discuss it with us in person or by phone.
Response. We aim to send you a full written reply within 20 working days. If we need longer, we will tell you why and when to expect it.
Review. If you are not satisfied with the reply, ask for it to be reviewed by the clinic's Medical Director. We aim to send you a final written response within 10 working days.

If you are still not satisfied

Depending on your concern, you may contact:

The professional regulator of the practitioner involved, such as the General Medical Council (GMC), Nursing and Midwifery Council (NMC) or General Pharmaceutical Council (GPhC).
The Information Commissioner's Office (ico.org.uk) for concerns about how we handle your personal data.

Learning from complaints

We record every complaint and use what we learn to improve how we work.