Information
- All patients are required to provide current contact details; including address, telephone and email in order to secure an appointment.
- All clients will complete a medical history form at their first appointment, this is necessary to inform the consultation and treatment planning process. It is the client’s responsibility to ensure that they provide Fill Your Face Aesthetics with all the relevant medical details and history prior to each treatment. Fill Your Face Aesthetics will not be liable for any damage that occurs as a result of the client’s failure to disclose such details.
- All information will be treated as confidential and protected in accordance with General Data Protection Regulations (GDPR)
- Patient information will not be shared with third parties without written permissions and you will not receive unsolicited information from us.
- You may opt-in to our occasional email new-letters, which contain news & upcoming offers, via our website. You may choose to remove yourself from our mailing list at any time by using the unsubscribe button within email.
Appointments
- You will be sent an appointment reminder the day before your appointment, either by text or email. Please ensure your contact details are accurate.
- Please provide as much notice as possible, if you need to cancel or reschedule your appointment, so that we may make best use of our appointment diary. We require at least 24 hours notice of cancellation.
- Please do NOT attend the clinic for an appointment if you are unwell. If you are unsure, please call and discuss with the practitioner. Many treatments are contraindicated if you are unwell; this includes colds, cold sores or local skin infections.
- Review appointments are offered after treatment with Botulinum Toxin as a courtesy. It is your responsibility to book a review appointment via the online booking system within 2-4 weeks of initial treatment. No additional treatment or ‘top up’ is provided free of charge, once the review period of 2-4 weeks has passed.
- New patients are seen for consultation and assessment to ascertain suitability for treatment. The consultation process takes around 30 minutes and we request you to complete an Aesthetic Consultation form prior to arrival at clinic, which will then be discussed more fully along with your treatment goals and expectations. For Botulinum Toxin treatments we do not offer treatment on the first visit in any circumstances.
Treatment Suitability and Results
- Our clinician will assess whether a treatment is suitable for you, or likely to be successful, prior to any treatment being carried out. We reserve the right to refuse treatment if the treatment is deemed as either not suitable for any reason, not likely to be successful, or if there are concerns with regard to client expectations or client compliance. Please be aware that individual results for any treatment may vary from person to person and that results are not guaranteed.
- We expect that you will follow our guidance on preparation for treatments that require a specific protocol. Failure to follow the preparation protocol may result in cancellation of your treatment.
- Following treatment you will be provided with aftercare advice specific to the treatment received, we expect that you will follow this advice.
Children
- We do not treat children or young adults under the age of 18. If children accompany you to the clinic, please ensure they can be properly supervised.
Payment
- You will be advised of the full costs of any treatment plan proposed and agreed, including that of any maintenance treatment, before any treatment is undertaken.
- Payment is taken, in full at the time of treatment.
- The clinic accepts cash, or major debit and credit cards.
- The clinic offers a finance scheme operated by PLIM or Laybuy. If you wish to use either of these options we ask that you apply to ensure funding prior to commencing treatment.
- A discretionary deposit may be taken for some treatments and in some circumstances.
- Discounts/vouchers cannot be applied to Skincare products available to purchase within the clinic.
Refunds
Fees charged for treatment are for the delivery of a treatment and the accompanying service, which is inclusive of;
- Consultation and assessment
- Provision of information and advice
- Safe treatment with evidence based products
- Follow up appointments and aftercare advice and support as appropriate
Whilst we undertake to provide excellent service; factual, honest and ethical advice, safe, expert treatment in experienced hands and only the best products, we cannot guarantee your results and cannot offer refunds if the results achieved fail to meet your expectations.
Skin care products purchased at the clinic are non-returnable/refundable.
Complaints Policy
Our aim is to provide a first class service and to do everything we can to ensure you are satisfied. If you feel that we have fallen short of this standard and you wish to complain, we ask that you first telephone the person who has had conduct of your matter and explain that you are dissatisfied with an aspect of the service you have received.
If you remain unhappy with the way your complaint has been dealt with after speaking to the person with conduct of your matter then you should set out your complaint in writing to:
Fill Your Face Aesthetics
The Inner Goddess
5, Standard Quay
Faversham
ME13 7BS
And/or by email at: kelly@fillyourface.co.uk
In order to resolve your complaint, we would ask that you include the following information and evidence, if applicable:
- An outline of your complaint explaining why you feel that we have fallen short of our first class service
- What you would like us to do to resolve it
- Any specific details that you feel would assist us with resolving your complaint. Including, but not limited to:
- Names of advisors you have spoken to in connection with the complaint
- The Branch Name in connection with the complaint
- Time(s) and Date(s) of the incidence(s)
- Telephone number(s) and or Address(es) you have used to contact us
- Any written correspondence in connection with your complaint
- Any other document in support of your complaint
On receipt of a complaint, we will investigate the issue(s) you have raised on your complaint fully and respond to you accordingly.
The timescales for dealing with a complaint are as follows:
- You will receive an ‘acknowledgement of receipt’ of your complaint from us within 3 working days of receipt of your complaint.
- Within 10 working days of the acknowledgement, you will receive a full response.
If we are unable to resolve the matter within 10 working days as stated above, we will provide you with reasons why we could not meet this time frame and provide you with an estimate of when a full response will be received.
After our final written response, we may deem the complaint closed. If we deem the matter closed then we reserve the right not to enter into any further correspondence.
We are members of the Cosmetic Redress Scheme. If you remain unhappy with the response received from us and have exhausted our complaints procedure, you can contact the Cosmetic Redress Scheme to ask them to investigate your complaint.
In order to take your complaint to The Cosmetic Redress Scheme you must first have carried out the following:
- You have waited 8 weeks from the date of your written complaint to us for a response; and
- It is still within 6 months from the our last communication with you regarding this complaint
The Cosmetic Redress Scheme is a government approved redress scheme who resolves complaints between members and their consumers. The complainant must have exhausted the member’s internal complaints procedure and remain dissatisfied with the member’s response.
The Cosmetic Redress Scheme is free to use for the complainant and further information and guidance on how to resolve complaints is available via their website.
In order to make a complaint, please contact the Cosmetic Redress Scheme directly or alternatively, visit their website and fill out a Complaints Form.
Cosmetic Redress Scheme
Lumiere House
Elstree Way
Borehamwood
WD6 1JH
Telephone: 0203 907 1853
Website: www.cosmeticredress.co.uk
Email: info@cosmeticredress.co.uk
(Reviewed 02/01/2024)