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Complaints policy 

Shannons aesthetics 

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Client information notice

Independent Practitioner Model

Shannon’s Aesthetis operates as a shared clinical environment where qualified practitioners provide services to their own clients.

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All practitioners working within the clinic are self-employed independent professionals who:

  • Hold their own qualifications and insurance

  • Maintain responsibility for treatments provided

  • Manage their own clinical decisions and aftercare

Shannon’s Aesthetics provides treatment rooms and facilities only and does not oversee or control practitioner clinical practice.

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Complaints & queries

If you have a question or concern about your treatment, we recommend contacting your practitioner directly where possible.

If you are unsure how to contact your practitioner, Shannon’s Aesthetics can assist by forwarding your enquiry or providing practitioner details.

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Our aim

We aim to maintain a safe, professional, and supportive environment for both clients and practitioners and will assist reasonably with communication where concerns arise.

Thank you for choosing Shannon’s Aesthetics.

 

Shannon’s Aesthetics
16 King Street
Penrith
Cumbria
CA11 7AJ

Email: shannonsaesthetics@outlook.com
Telephone: 07487974133

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Client Complaints Policy

1. Our Commitment

Shannon’s Aesthetics is committed to providing high-quality treatments, professional service, and a positive client experience.

If a client is unhappy with any aspect of service, we encourage feedback so concerns can be addressed promptly, fairly, and respectfully.

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2. Practitioner Status

All practitioners operating within Shannon’s Aesthetics are self-employed independent professionals who are responsible for their own treatments, clinical decisions, professional standards, and insurance cover.

Shannon’s Aesthetics provides facilities only and does not supervise, direct, or control the clinical practice of independent practitioners.

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3. How to Raise a Complaint

Clients may raise concerns in any of the following ways:

  • In person at reception

  • By telephone (07487974133)

  • By email (shannonsaesthetics@outlook.com)

  • In writing to the clinic address (16 King street, Penrith, CA11 7AJ)

Complaints relating to an individual practitioner may be submitted to Shannon Simpson as Clinic Manager for assistance with routing.

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Where a complaint is received regarding a self-employed practitioner:

  • The complaint will be acknowledged

  • The relevant practitioner’s contact details will be provided where appropriate

  • The complaint will be forwarded to the practitioner for direct response and investigation

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4. Responsibility & liability

As practitioners operate on a self-employed basis, responsibility for treatment provision, advice, aftercare, and clinical outcomes rests with the individual practitioner.

Shannon’s Aesthetics cannot be held accountable for clinical care delivered by independent practitioners. However, reasonable assistance will be provided to facilitate communication and resolution.

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5. Information to provide

To assist investigation, clients are asked to provide:

  • Full name and contact details

  • Date of treatment or visit

  • Name of practitioner (if known)

  • Description of concern

  • Preferred outcome or resolution

Support will be offered if assistance is needed to submit a complaint.

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6. Acknowledgement

All complaints will be acknowledged within 3 working days of receipt.

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7. Investigation

Where the complaint relates to clinic facilities or service delivery by Shannon’s Aesthetics, the clinic will:

  • Review the concern carefully

  • Consider relevant records

  • Seek additional information where required

Where the complaint relates to practitioner care, investigation will be undertaken by the practitioner directly.

All complaints will be handled confidentially and sensitively.

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8. Outcome

A written response will normally be provided within 14 working days where the clinic is responsible for investigation.

Where the matter is practitioner-led, response times will be managed by the practitioner.

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9. Learning & Improvement

Complaints relating to clinic facilities or processes are reviewed as part of quality improvement to support learning and prevent recurrence where possible.

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10. Escalation

If a client remains dissatisfied, they may pursue further advice or alternative dispute resolution directly with the practitioner or relevant regulatory body where appropriate.

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11. Record Keeping

A record of complaints and outcomes will be maintained securely in accordance with data protection requirements.

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12. Policy review

This policy will be reviewed periodically to ensure it remains effective and appropriate.

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last reviewed: February 2026

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