Cardiff Hair Clinic is committed to providing a high standard of care and service. We take all feedback and complaints seriously and use them to improve what we do. This policy explains how to raise a concern or complaint, and what you can expect from us in response.

Most concerns can be resolved quickly by speaking directly with our team. If you’d prefer to raise something formally, or an informal conversation hasn’t resolved things, you can contact us:

– Email: cardiffhair@gmail.com

– Phone: 07549599784

– Post: Cardiff Hair Clinic, 107 Clare Road, Cardiff, CF11 6QQ

Please include your name, contact details, and as much detail as you can about your concern, including relevant dates and, if applicable, the treatment involved.

– Acknowledgement: we’ll acknowledge your complaint within 3 working days of receiving it.

– Investigation: Dr Frances Bowerman, or a member of our team, will look into your complaint. This may involve reviewing your consultation or treatment records, or speaking with you directly to understand what happened.

– Response: we aim to provide a full written response within 20 working days. If your complaint is complex and needs more time, we’ll tell you why and give you a revised timeframe.

– Outcome: our response will explain what we found, whether we consider the complaint justified, and any action we’re taking as a result.

If you remain unhappy after our final response:

– Concerns about the clinical care provided by Dr Bowerman, as a GMC-registered medical practitioner, can be raised with the General Medical Council (gmc-uk.org).

– General consumer concerns can be raised with the Citizens Advice Consumer Service (0808 223 1133) or your local Trading Standards service.

All complaints are handled confidentially, by the smallest number of people needed to investigate them properly, and will not affect the standard of care or service you receive from us, now or in future.

We review complaints and feedback regularly as part of how we run the clinic, and use them to identify where we can improve.