complaints policy

Last updated:
1 September 2026

Arcane Skin aims to provide a professional, safe and high-quality service. If you are unhappy with any part of your experience, we want to know so that we can investigate the matter fairly.

1. How to make a complaint

Please contact us as soon as reasonably possible.

Complaints can be made by sending an email to: hello@arcaneskin.co.uk.

Please provide, where possible:

  • Your name;

  • Appointment date;

  • Treatment received;

  • A description of your concern; and

  • The outcome you are seeking.

You do not need to use formal or legal language to make a complaint.

2. Informal resolution

Where appropriate, we may first try to resolve a concern informally.

This could include discussing what happened, providing further information, arranging an appropriate follow-up or taking another reasonable step to address the issue.

3. Formal complaints

If your concern cannot be resolved informally, or you would prefer to make a formal complaint, we will acknowledge your complaint and investigate it.

We may review:

  • Consultation information;

  • Treatment records;

  • Products used;

  • Photographs where relevant;

  • Appointment information;

  • Correspondence; and

  • Any other information reasonably necessary to understand what happened.

4. Response

We aim to acknowledge complaints within 5 working days and provide a substantive response within 20 working days.

If a full response cannot be provided within that period, we will explain why and provide an updated timeframe.

5. Treatment concerns or adverse reactions

If your complaint relates to a reaction, injury or other health concern following treatment, please contact Arcane Skin promptly.

Where appropriate, we may recommend that you seek assessment from a GP, pharmacist, NHS service or other suitably qualified healthcare professional.

Arcane Skin cannot provide emergency medical care.

If you believe you are experiencing a medical emergency, contact 999 or attend an appropriate emergency department.

6. Fair and respectful complaints

We will investigate genuine complaints fairly and without discrimination.

We ask clients to communicate respectfully with Arcane Skin. Abusive, threatening or discriminatory behaviour will not be tolerated.

This does not prevent you from raising a genuine concern or exercising your legal rights.

7. Consumer rights

Making a complaint does not affect your statutory consumer rights.

Nothing in this policy limits your right to seek independent advice or take further action where appropriate.