Complaints policy
Shannons aesthetics
Client Information Notice
Independent Practitioner Model
Shannon’s Aesthetics is a privately owned clinic operated by Shannon Simpson. The Shannon’s Aesthetics name, signage, and branding relate to the clinic premises and business owned and managed by Shannon Simpson.
The clinic operates as a shared professional environment where independent, self-employed practitioners run and deliver their own businesses from within the premises.
Each practitioner operates under their own business identity, including their own branding and booking systems. Clients book directly with the individual practitioner via their own systems, which clearly identify the practitioner’s separate business.
Accordingly, when booking an appointment, clients are entering into a contract directly with the individual practitioner’s business, not with Shannon’s Aesthetics as the treatment provider.
Shannon’s Aesthetics provides clinic premises, facilities, and a professional setting only, and does not provide or control the clinical services delivered by independent practitioners working from the clinic.
Each practitioner is solely responsible for:
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Their own treatments and clinical decisions
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Professional standards and client care
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Insurance and indemnity cover
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Pricing, bookings, and aftercare advice
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Handling their own client complaints
Shannon’s Aesthetics provides treatment rooms, facilities, and a shared professional environment only, and does not supervise, direct, or control the clinical work of any independent practitioner.
Complaints & Queries
If you have a question or concern about your treatment, we encourage you to contact your practitioner directly in the first instance, as they are responsible for your care and treatment outcomes.
If you are unsure how to contact your practitioner, Shannon’s Aesthetics can assist by providing their contact details or forwarding your message to them.
Our Aim
We aim to maintain a safe, professional, and well-managed clinical environment for both clients and practitioners. While clinical responsibility sits with individual practitioners, we will always seek to support reasonable communication where needed.
Thank you for choosing Shannon’s Aesthetics.
Shannon’s Aesthetics
16 King Street
Penrith
Cumbria
CA11 7AJ
Email: shannonsaesthetics@outlook.com
Telephone: 07487974133
Client Complaints Policy
1. Our Position
Shannon’s Aesthetics provides a shared clinical environment where independent practitioners operate their own businesses.
All practitioners are self-employed and fully responsible for their own treatments, advice, aftercare, and professional conduct.
2. Who Your Contract is With
When you book an appointment with a practitioner at Shannon’s Aesthetics, you are entering into a contract directly with that individual practitioner’s business.
Any agreement for treatment, payment, and care is between you and the practitioner providing your service.
3. How to Raise a Complaint
Complaints should normally be directed to the practitioner who provided your treatment, as they are responsible for investigating and responding.
You may raise concerns via:
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The practitioner directly
If your complaint is specifically for shannon simpson owner of shannons aesthetics please contact via:
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Telephone: 07487974133
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In writing to: 16 King Street, Penrith, CA11 7AJ
Where needed, Shannon’s Aesthetics can assist in forwarding complaints or providing practitioner contact details.
4. Role of Shannon’s Aesthetics
Shannon’s Aesthetics will:
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Assist in directing complaints to the correct practitioner where possible
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Provide contact information for practitioners
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Forward correspondence when requested
Shannon’s Aesthetics will not investigate or determine outcomes relating to clinical treatment provided by independent practitioners.
5. Practitioner Responsibility
Each practitioner is solely responsible for:
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Treatment delivery and clinical decision-making
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Client consultation and consent
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Aftercare and follow-up
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Complaint handling and resolution
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Professional and regulatory compliance
6. Information to Provide
To help resolve concerns, please include:
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Full name and contact details
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Date of appointment
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Name of practitioner (if known)
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Description of concern
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Desired outcome
7. Acknowledgement
Complaints received directly by a practitioner should be acknowledged within their own professional timeframe.
for Shannon’s Aesthetics specific complaints, we will acknowledge receipt within 3 working days.
8. Investigation & Response
All clinical complaints are handled and investigated by the individual practitioner responsible for the treatment.
Response timeframe is 14 working days for shannons aesthetics.
Where the complaint relates to clinic facilities or non-clinical matters, Shannon’s Aesthetics will review and respond within 14 working days where appropriate.
9. Confidentiality
All complaints will be handled respectfully and in confidence, shared only with those necessary to resolve the matter.
10. Escalation
If a client remains dissatisfied after contacting the practitioner, they may seek independent advice or escalate the matter to the relevant professional regulatory body where applicable.
11. Record Keeping
Records of complaints relating to clinic operations (not individual clinical care) will be stored securely in line with data protection requirements.
12. Policy Review
This policy will be reviewed periodically to ensure accuracy and compliance.
Last reviewed: july 2026