Clinic Policy

CHILDREN & BABIES POLICY

Children and babies are not permitted in our clinic during any appointment or visit. This is a strict policy with no exceptions due to our laser equipment and insurance requirements. All clients must be 18 years or older to receive services at our clinic. We will verify your age upon arrival.

HARASSMENT POLICY

Please be aware that Fiji Skin Clinic will not tolerate any harassment in any form towards our staff. We can provide a copy of our Sexual Harassment Policy, which you should read and ensure that you familiarise yourself with.

If you are deemed to have breached our Harassment Policy, you will be warned that continued provision of your services to us will cease if you act similarly again. Should your behaviour recur, you will be informed that our use of your services will cease. Any criminal acts will be reported to the police, and we will share information relating to the incident with our other branches to ensure that we maintain a consistent approach to the cessation of your services.

COMPLAINTS PROCEDURE

We aim to provide the highest standard of service, along with carefully considered treatment and product recommendations tailored to each individual client. However, if you are unhappy with any aspect of your treatment, service, or a product recommendation, we encourage you to raise your concerns as soon as possible so we can support you effectively.

Where you feel comfortable, we encourage you in the first instance to speak directly with the practitioner who has been treating you, as they are best placed to understand your concerns and discuss how we may help. You may contact the clinic by telephone or email to request a call back with your practitioner, or speak with them in person if you are already attending the clinic.

If you would prefer not to do so, or if you wish to escalate your concern, please email [email protected] with details of your complaint. A senior member of the team will acknowledge all complaints within five working days and will aim to resolve them within 28 working days.

You may also contact the clinic by telephone on 0121 387 0658 or via WhatsApp for general queries or immediate concerns. If a complaint is raised by phone or messaging, follow-up written documentation will be required for clarity and record-keeping purposes. For this reason, all formal complaints must be submitted in writing via email.

Complaints should be raised within twelve months of the incident. Complaints submitted outside of this timeframe may not be considered.

If you remain dissatisfied following the outcome of your complaint, you may request a director review by contacting us again in writing. Our final decision will be communicated to you in writing within 28 days.

All complaints are taken seriously and handled confidentially, professionally, and in line with our clinic policies. Our aim is always to resolve concerns fairly and to achieve a satisfactory outcome wherever possible.

For any questions about these policies, please contact the clinic at [email protected]