top of page

Complaints Policy

Last Updated: 23 Feb. 2026

Introduction

MTA Clinic is committed to providing safe, ethical and professional medical aesthetic treatments. We strive to maintain high clinical standards and ensure that every client receives respectful and professional care.

We recognise that, on occasion, concerns may arise. This Complaints Policy outlines the formal procedure for raising, investigating and resolving complaints in a fair, transparent and confidential manner.

Raising a complaint will not affect your future care or treatment.

Our Commitment

We are committed to:

  • Treating all complaints seriously

  • Investigating concerns impartially

  • Responding within a reasonable timeframe

  • Maintaining confidentiality throughout

  • Learning from feedback to improve our services

We aim to resolve concerns at the earliest opportunity and in a professional manner.

What Constitutes a Complaint

A complaint may relate to, but is not limited to:

  • Dissatisfaction with treatment outcome

  • Concerns about professional conduct

  • Communication issues

  • Appointment handling

  • Payment or billing disputes

  • Hygiene or clinical environment concerns

  • Perceived lack of informed consent

  • Administrative errors

Concerns raised informally on the day of treatment may be addressed immediately where appropriate.

How to Submit a Complaint

Formal complaints must be submitted in writing via email to:

Email: complaints@mtaclinic.co.uk

Your complaint should include:

  • Full name

  • Date of treatment

  • Description of the issue

  • Any relevant supporting information

Submitting complaints in writing ensures accuracy and a clear investigation process.

Acknowledgement of Complaint

Upon receipt of your complaint:

  • We will acknowledge your complaint within 5 working days.

  • Confirmation will be sent in writing.

  • You may be contacted for clarification if additional details are required.

Investigation Procedure

Each complaint is handled confidentially and assessed objectively.

The investigation process may include:

  • Review of medical records

  • Review of signed consent documentation

  • Review of treatment notes

  • Assessment of clinical photographs (if applicable)

  • Internal review of treatment protocols

  • Consultation with professional indemnity advisors if necessary

Where appropriate, you may be invited to attend a review appointment for clinical assessment.

Response Timeframe

We aim to provide a full written response within 14 working days of acknowledging your complaint.

If additional time is required due to complexity, you will be informed of the revised timeframe.

Clinical Complications vs Dissatisfaction

It is important to distinguish between:

  • A genuine medical complication

  • Normal healing response

  • Personal dissatisfaction with aesthetic outcome

Medical complications will be assessed and managed according to clinical best practice.

Dissatisfaction with cosmetic outcome does not automatically indicate negligence or professional misconduct.

Resolution Outcomes

Possible outcomes following investigation may include:

  • Clinical explanation

  • Offer of review appointment

  • Corrective treatment where clinically appropriate

  • Clarification of policies

  • Goodwill gesture at the Clinic’s discretion

Financial compensation is not automatically offered and will only be considered where appropriate.

Escalation

If you remain dissatisfied following our final response, you may seek independent advice from appropriate regulatory or professional bodies.

As treatments are carried out by a registered healthcare professional, you may contact the relevant regulatory authority if you believe professional standards have not been met.

Confidentiality

All complaints are handled in strict confidence.

Information will only be shared where:

  • Legally required

  • Necessary for professional indemnity purposes

  • Required for regulatory investigation

All data is processed in accordance with UK GDPR.

Continuous Improvement

Complaints are reviewed periodically to identify:

  • Trends

  • Areas for improvement

  • Training needs

  • Policy updates

We view complaints as an opportunity to improve patient safety and service quality.

bottom of page