Legal
Complaints Procedure
Last updated: May 2026
We take every concern seriously. If something was not right, please tell us. We would always rather hear from you directly than have you leave with an unresolved issue.
How to raise a concern
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.
What to include in your complaint
- Your name and contact details
- The date of the treatment or event you are raising a concern about
- A clear description of what happened and what outcome you would like
- Any relevant supporting information
Our commitment
We will treat every complaint with respect and without prejudice. Raising a concern will never affect the quality of care you receive from us. All complaints are reviewed by the Clinical Director and used to improve our services.
Contact
Email: complaints@melatoneskinclinic.co.uk
Telephone: 020 3576 7373
WhatsApp: +44 7586 817215
Address: Unit 13A, Battersea Business Centre, 99-109 Lavender Hill, London SW11 5QL