Complaints procedure

If something isn't right, tell us.

We would much rather hear about a problem than have you leave unhappy. Concerns are taken seriously, handled confidentially, and never affect the care you receive.

Last reviewed 8 October 2026

Step 1: Talk to Jodie

Most concerns can be resolved quickly and informally. If you have a worry about your treatment, your results or anything else about your visit, please speak to Jodie at your appointment, or call 07769 906622. If you have a clinical concern after treatment, please get in touch straight away rather than waiting; you will be offered a review appointment at no charge.

Step 2: Make a formal complaint

If you would prefer to complain formally, or your concern hasn't been resolved, please write to us:

  • Email
    jodiegordon66@btinternet.com with "Complaint" in the subject line
  • Post
    Jodie Gordon, The Prescribing Suite, Banana Beauty Lab, 343 Fulham Palace Road, London SW6 6TD

Please include your name, contact details, the date of your appointment and what you would like to happen. If you would like someone else to complain on your behalf, we will need your written permission to discuss your care with them.

What happens next

Acknowledgement within 3 working days

We will confirm we have received your complaint and tell you who is dealing with it.

Investigation

Jodie will review your records and the circumstances, and may ask to meet or speak with you to understand your concern fully.

Full written response within 20 working days

You will receive a written reply explaining what we found, any apology or remedy offered, and what we will change. If the investigation needs longer, we will tell you why and when to expect our response.

Complaints are recorded and reviewed so that the practice can learn from them. Clinical records are never altered as a result of a complaint.

If you are not satisfied with our response

You can raise a concern with the professional regulator or other appropriate body:

Time limits

Please raise concerns as soon as possible, and ideally within 12 months of the event or of becoming aware of it, so that records and recollections are reliable. We will still consider later complaints where it is fair to do so.

Patient & booking terms   ·   Practice information