Complaints Policy

Effective Date: 23/01/2026


1. Policy Statement

Zayf Medical & Aesthetics is committed to providing safe, ethical, and evidence-based aesthetic treatments delivered with professionalism, integrity, and respect.

We recognise that, on rare occasions, a client may feel dissatisfied with an aspect of their experience. We take all complaints seriously and aim to resolve them fairly, promptly, and transparently.

This policy outlines how complaints relating to the medical aesthetic services delivered by Zayf Medical & Aesthetics are managed.

2. Scope

This policy applies to:

  • all aesthetic treatments and services provided under the Zayf Medical & Aesthetics brand;

  • complaints raised by clients or authorised representatives;

  • complaints submitted verbally or in writing.

This policy does not apply to services regulated or managed by external organisations. Where applicable, complainants may be redirected accordingly.

3. Definition of a Complaint

A complaint is defined as any expression of dissatisfaction regarding:

  • treatment outcomes

  • clinical care

  • customer service

  • communication

  • environment

  • fees or payments

4. Guiding Principles

Zayf Medical & Aesthetics commits to:

  • managing complaints impartially and confidentially

  • treating complainants with courtesy and respect

  • conducting objective investigations

  • maintaining clear written records

  • responding within defined timeframes

  • using complaints as learning opportunities to improve service quality

Raising a complaint will not affect future care.

5. Time Limits for Submitting Complaints

All complaints must be submitted within 14 calendar days of the treatment date, or within 14 days of becoming reasonably aware of the matter giving rise to the complaint.

Complaints received outside this timeframe may be declined unless exceptional circumstances are supported by clinical or legal evidence.

This limitation is necessary to ensure accurate investigation and preservation of clinical records.

6. How to Submit a Complaint

Complaints should be submitted in writing to:

Email: info@zayfmedical.co.uk

GP services and CQC-regulated treatments: complaints@thanksdoc.co.uk

Post: Zayf Medical & Aesthetics, 55 Darlaston Road, Walsall, WS2 9QT
(Marked “Complaints Department”)

Complaints should include:

  • full name and contact details

  • date of treatment

  • description of concern

  • supporting evidence

  • desired resolution

7. Acknowledgement and Investigation

Complaints will be acknowledged in writing within 3 business days.

A structured investigation will be undertaken, which may include:

  • review of consultation notes and consent forms

  • review of treatment records and photographs

  • discussion with the treating clinician

  • internal clinical assessment

All investigations are documented and conducted confidentially.

8. Response Timeframe

A written response will normally be provided within 14 calendar days of acknowledgement.

If additional time is required, the complainant will be notified in writing.

The response will outline:

  • issues raised

  • investigation findings

  • whether the complaint is upheld

  • any proposed resolution

9. Clinical Judgement and Treatment Outcomes

Clients acknowledge that:

  • aesthetic outcomes are subjective

  • individual response varies

  • results cannot be guaranteed

  • example images or marketing material are illustrative only

A complaint will not be upheld solely due to dissatisfaction with outcome where treatment has been delivered appropriately in line with documented consent and accepted professional standards.

Clinical judgement remains the responsibility of the treating practitioner.

10. Refunds and Remedial Treatment

Refunds are not provided for dissatisfaction with aesthetic results where treatment has been delivered correctly.

Where a complaint is upheld, Zayf Medical & Aesthetics may, at its sole discretion, offer:

  • clinical review

  • corrective treatment

  • partial goodwill gesture

Refunds, compensation, or repeat treatments are not automatic and remain discretionary.

No refunds are provided for completed treatments, missed appointments, or change of mind.

11. Social Media, Public Reviews and Defamation

Clients are encouraged to raise concerns directly with Zayf Medical & Aesthetics to allow fair investigation and resolution.

Publishing misleading, defamatory, or inaccurate statements online (including social media or review platforms) before allowing completion of the complaints process may compromise resolution.

Zayf Medical & Aesthetics reserves the right to respond publicly with factual information or pursue appropriate remedies where reputational harm occurs.

12. Unreasonable or Abusive Complaints

We reserve the right to limit or cease correspondence where a complainant:

  • behaves abusively or aggressively

  • makes repeated contact without new information

  • pursues matters already concluded

  • makes allegations without evidence

In such cases, communication may be restricted or the complaint closed following written notice.

13. Confidentiality and Data Protection

All complaint information is handled in accordance with data protection legislation and our Privacy Policy.

14. Final Position and External Escalation

Once a final written response has been issued, the internal complaints process is complete.

Zayf Medical & Aesthetics does not provide external arbitration.

If dissatisfied, clients may independently seek external advice, mediation, or legal remedies.

Nothing in this policy limits statutory rights.

15. Policy Review

This policy is reviewed annually or as required.