Complaints Procedure

Step 1, talk to us directly

In the first instance, please raise your concern with us directly. This is often the quickest way to resolve things. You can speak to any member of our team in the clinic, call the clinic on 020 3576 7373, WhatsApp us on +44 7586 817215, or email complaints@melatoneskinclinic.co.uk.

Step 2, formal written complaint

If you are not satisfied with the initial response, please send a written complaint by email to complaints@melatoneskinclinic.co.uk with "Formal Complaint" in the subject line. We will acknowledge your complaint within 2 working days and aim to provide a full written response within 14 working days.

Step 3, independent review

If you remain unsatisfied after our formal response, you may contact the relevant professional regulatory body or seek independent mediation. For concerns about advertising standards, the Advertising Standards Authority can be contacted at asa.org.uk. If we cannot resolve a complaint about goods bought from our shop, we are not obliged to use an alternative dispute resolution (ADR) provider and do not currently use one. You can contact the Citizens Advice consumer service, which works with Trading Standards, or refer advertising concerns to the Advertising Standards Authority.