Complaints Policy
Last Updated: December 2025
1. Introduction
Growth Factor Hair Clinic is committed to providing a high standard of care and a positive experience for every client. We take all concerns seriously, and this Complaints Policy explains how we manage, investigate, and resolve complaints in a fair, transparent, and timely manner.
This policy applies to all clients of Dr Gwen Adey Ltd, trading as Growth Factor Hair Clinic.
2. What Is a Complaint?
A complaint is any expression of dissatisfaction relating to:
the service or treatment you received
communication or conduct of staff
the environment or processes of the Clinic
Complaints must relate directly to services provided by Growth Factor Hair Clinic.
Concerns relating to factors outside our control — such as individual biological variation in treatment outcomes or unrealistic expectations — will be acknowledged but may not fall within the scope of formal investigation.
3. How to Make a Complaint
You may submit a complaint in one of the following ways:
A. By Email (preferred)
📧 complaints@growthfactorhairclinic.co.uk
B. In Writing
Growth Factor Hair Clinic
27 High Street
Cowbridge
CF71 7AE
For clarity and efficient investigation, please include:
your full name
the date of the treatment or interaction
a clear description of your concern
any supporting information or photographs
the outcome you are seeking
Verbal complaints cannot be formally investigated but will be acknowledged and followed up in writing where appropriate.
4. Time Limits for Making a Complaint
Complaints should be submitted within 6 months of the issue arising or within 6 months of becoming aware of the issue.
Complaints made outside this timeframe may be difficult to investigate due to the passage of time or limited availability of evidence.
5. How We Handle Complaints
Step 1 — Acknowledgement
We will acknowledge your complaint in writing within 5 working days.
Step 2 — Review & Investigation
Your complaint will be reviewed by a senior clinician or manager who was not directly involved in your treatment, where possible.
The investigation may include:
reviewing your clinical records
discussing the matter with staff involved
assessing treatment notes and consent forms
reviewing any photographs or evidence
requesting further clarification from you if needed
Step 3 — Outcome
You will receive a written response within 20 working days, or we will inform you if more time is required.
The response will outline:
the findings of the investigation
any actions taken
any improvements made to our processes
any further steps recommended
6. What This Process Cannot Resolve
This complaints process cannot:
guarantee or alter treatment results
override clinical judgement
provide refunds outside the terms of our Refund Policy
investigate matters relating to third-party providers
address complaints made in an abusive or threatening manner
Complaints based on dissatisfaction with inherent variability in aesthetic outcomes will be handled sensitively but may not warrant formal investigation.
7. Vexatious or Abusive Complaints
A complaint may be considered vexatious if it is:
repeated without new evidence
made in bad faith
accompanied by aggressive, threatening, or abusive behaviour
intended to damage the Clinic’s reputation rather than resolve a genuine issue
We operate a zero-tolerance policy toward abuse of staff.
In such cases, the Clinic reserves the right to:
close the complaint
refuse further communication
discontinue treatment indefinitely
8. Escalation
If, after receiving our final written response, you remain dissatisfied, you may seek independent advice from:
your GP (for health-related concerns)
Citizens Advice
an independent legal advisor
There is no external statutory complaints body for non-surgical aesthetic treatments.
However, we remain committed to resolving concerns professionally and transparently.
9. Confidentiality
All complaints are handled confidentially.
Information is shared only with staff involved in the investigation or where legally required.
Complaint records are stored securely and separately from clinical notes.
10. Learning & Improvement
We regularly review complaints and feedback to:
identify recurring issues
improve communication
refine our processes
enhance client experience
Service improvement is an ongoing priority at Growth Factor Hair Clinic.
11. Contact Details
For all complaints and concerns:
📧 complaints@growthfactorhairclinic.co.uk
📍 Growth Factor Hair Clinic, 27 High Street, Cowbridge, CF71 7AE