Complaints Policy

Our Commitment to You

At BBY London Clinic, we are committed to providing an exceptional experience for every client. If we fall short of your expectations in any way, we want to know — and we want the opportunity to put it right.

All complaints are taken seriously, handled with care and respect, and treated in the strictest confidence. We view every complaint as an opportunity to learn and improve the service we provide.

How to Make a Complaint

If you are unhappy with any aspect of your treatment or your experience at our clinic, please contact us as soon as possible using one of the following methods:

• In person: speak to any member of staff or our clinic manager during your visit
• By phone: +44 7880 841420 (during opening hours)
• By email: info@bbylondonclinic.com

To help us investigate and resolve your complaint as efficiently as possible, please provide the following information:

• Your full name and contact details
• The date(s) of the appointment or incident
• A clear description of your concern or complaint
• What outcome or resolution you are hoping for

What Happens After You Contact Us

We will acknowledge your complaint within 3 working days of receiving it, either by phone or in writing.

We aim to fully investigate and provide a substantive response within 14 working days. If the matter requires a more detailed investigation, we will keep you informed of our progress and provide a full response within 28 working days at the latest.

Our response will include:

• A clear explanation of our findings following the investigation
• An apology where appropriate and warranted
• Details of any actions we will take to resolve the matter or prevent recurrence

If You Are Not Satisfied with Our Response

If you remain dissatisfied after receiving our response, you may request in writing that your complaint be escalated to our senior management for further review. We will acknowledge this escalation request and provide a further response within 14 working days.

Confidentiality

All complaints and the information provided as part of the complaints process are treated with complete confidentiality. Details of your complaint will only be shared internally with those directly involved in investigating and resolving it. We will never discuss your complaint with other clients.

Learning from Feedback

We record and regularly review all complaints to identify patterns and areas where we can improve. Your feedback, whether positive or negative, is genuinely valued and directly contributes to improving our service for all clients.

Contact Us

To submit a complaint or for any questions about this policy:
BBY London Clinic
Email: info@bbylondonclinic.com
Phone: +44 7880 841420