Complaints Policy

Pure Skin South West values Client and wants to ensure that Clients always receive the best service and service outcome possible, but there may be times when a Client will feel that this has not happened. A Client is entitled to lodge an initial complaint, either verbally, by telephone or in writing. If you require assistance with making your complaint, we will be pleased to help.

Pure Skin South West require all complaints to then be put in writing either by email or post, addressed to the Clinic Manager.

The Client will receive a response within 14 days of the date of receipt of the complaint. This is to allow an investigation into the matter.

Pure Skin South West will endeavour to resolve any complaints efficiently and effectively.

Our objective is to provide an explanation or a solution to the Client’s complaint.

Depending on the nature of the complaint, during the course of the investigation, Pure Skin South West may require the Client to attend an additional Consultation meeting with the Therapist involved in their service treatment. If the Client is not satisfied with this initial attempt at resolution or has any objections to being seen by the Therapist, the Clinic’s Manager will review the case.

The Client should be aware of our No Refunds Policy on Treatments and Products.

Our objective is to provide an explanation or a solution to the Client’s complaint. This is a summary of the complaint’s procedure. A full version is available upon request.

Clients agree to contact the Clinic before submitting negative reviews on any digital platforms, so that any concerns can be addressed by the Clinic.