At Cosmex we wish to ensure you receive the very best treatment and care. If you feel your clinic visit met this standard, we would be delighted to hear from you. However, if you are unhappy with your experience we want to know about it as soon as possible. We will investigate and take whatever action is necessary to explain, and improve our procedures to minimise the chance of a reoccurrence.

If you want to make a complaint

In the first instance talk to us. We will then investigate the situation so that we can explain, apologise and take positive action where necessary. The sooner we hear from you the faster we can respond and where practical, we will seek to resolve the issue the same day.

We will always endeavour to provide an open and honest response. At our clinic ‘Being Open’ involves apologising and explaining to the patient who has been involved in a patient safety incident/complaint what has happened and what remedial actions have been put in place. At the clinic we will always promote a culture of being open to ensure patient safety.

If for whatever reason, you are not completely satisfied you can put your comments in writing. We take all comments and complaints seriously.

Write to us

To make a written complaint either complete the complaint form or write to:

Lou Sommereux – Clinical Director
Cosmex Clinic , Maris Lane, Cambridge, CB2 9LG

Getting back to you

We will endeavour to acknowledge the receipt of your complaint within 48 hours. This will escalate the complaint to the highest level within the clinic. We take complaints seriously and will endeavour provide a response as quickly as we can.

Should this process take more than 2 weeks for whatever reason we will contact you and provide an update.

An independent external review

If you are still unhappy you can contact the independent complaints organisation:
CRS (Cosmetic Redress Scheme) Telephone 0345 362 3123
Centre for Effective Dispute Resolution, Lumiere House, 1st Floor, Elstree Way, Borehamwood, Hertfordshire WD6 1JH