Complaints
Our complaints procedure
Last updated 23 October 2026
We want every patient and enquirer to feel well cared for. If something hasn't met your expectations, please tell us. Raising a concern will never affect the care you receive from us.
How to make a complaint
You can contact us in whichever way suits you best:
- Email: info@refinelifestyles.com
- Telephone: 0203 887 2352
- Post: Complaints, Refine Lifestyles Limited, 1 Bligh's Road, Sevenoaks, Kent TN13 1DA
It helps us if you can include your name and contact details, what happened and when, and what you would like us to do to put things right. You can also ask someone, such as a family member, to complain on your behalf, with your written permission.
Please raise your complaint as soon as you can, ideally within 12 months of the event or of becoming aware of it, so that we can look into it properly.
What happens next
- We acknowledge your complaint within 3 working days and let you know who is looking into it.
- We investigate. We look carefully at what happened, and may ask to speak with you to make sure we fully understand your concerns.
- We respond in writing within 20 working days, explaining what we found, what we have done or will do, and an apology where something went wrong. If we need longer, we'll tell you why and keep you updated.
If you're not satisfied with our response
Please let us know, and we'll look at your complaint again. If you remain unhappy, you can contact the independent organisations below, depending on the nature of your concern.
- The surgeon or doctor treating you: concerns about a doctor's fitness to practise can be raised with the General Medical Council (GMC) at gmc-uk.org.
- The facility where you were treated: the Care Quality Commission (CQC) regulates health services in England. It doesn't investigate individual complaints, but you can share your experience with it at cqc.org.uk.
- How we use your personal information: you can complain to the Information Commissioner's Office (ICO) at ico.org.uk or on 0303 123 1113.
Where your complaint is about care provided at an independent hospital or clinic, that facility may also have its own complaints procedure, and we'll help you raise it there if that's more appropriate.
Confidentiality
We treat every complaint in confidence and only share information with the people who need it to investigate and respond. We handle your personal information in line with our Privacy & Cookie Policy.