Complaints Policy

Complaints Policy — Blue Bird Aesthetics

Last updated: March 2026

Purpose of this procedure

We are committed to delivering safe, high‑quality, doctor‑led aesthetic care. If you are dissatisfied with any aspect of your experience, we encourage you to raise your concerns so they can be addressed promptly, fairly, and transparently. All complaints are handled professionally, confidentially, and impartially in line with clinical governance principles.

How to raise a complaint

If you are dissatisfied or have concerns, we encourage you to contact us in the first instance so we can discuss the issue with you directly and explore whether it can be resolved informally or during a follow‑up consultation.

Complaints should be submitted in writing to ensure clarity and allow a full review of the facts.

You may contact us via:

  • Email: drhalliday@bluebirdaesthetics.co.uk
  • Phone/WhatsApp: 07860 159 790 (for initial notification; written details will still be required)
  • Post: Blue Bird Aesthetics Ltd, 4 Warwick Lane, Worthing, West Sussex BN11 3DP

Please include:

  • Your full name and contact details
  • The date of your appointment
  • The treatment or consultation involved
  • A clear description of your concerns
  • Any supporting information (e.g. photographs, timelines)

If you require assistance submitting your complaint, we will provide reasonable support.

How your complaint will be handled

Complaints are overseen by Dr David Hewett, Clinical Complaints Lead, who is independent of your treatment wherever possible to ensure a fair and impartial review.

1. Acknowledgement

You will receive written acknowledgement within 5 working days of receipt.

2. Investigation

A thorough review will be undertaken, which may include:

  • Examination of your clinical records
  • Review of consent documentation
  • Consideration of relevant communications
  • Clinical assessment of treatment appropriateness
  • Input from professional indemnity advisors where appropriate

3. Response

A full written response will normally be provided within 20 working days. If additional time is required due to clinical complexity, you will be informed, and a final response will be issued within a maximum of 28 working days, unless exceptional circumstances apply.

4. Outcome

The final response will outline:

  • Findings from the investigation
  • Clinical conclusions where relevant
  • Any actions taken
  • Any proposed next steps or recommendations

If you remain dissatisfied

If you are not satisfied with the outcome, you may request a further review. Where appropriate, this may involve:

  • An independent senior clinician review
  • Referral to professional indemnity providers
  • Engagement with Glowday if your booking was made via their platform

You may also seek independent legal advice at any time.

Professional standards and confidentiality

All complaints are handled confidentially and in accordance with UK GDPR. Raising a complaint will never affect your ability to receive future care or treatment.

We ask that all communication remains respectful. Abusive, aggressive, or threatening behaviour towards staff will not be tolerated.

Learning and continuous improvement

Complaints are reviewed periodically as part of our clinical governance process to support patient safety, service quality, and continuous improvement.

Blue Bird Aesthetics

Doctor‑led medical aesthetics clinic in Worthing, West Sussex. Focused on natural results, patient safety and clinical excellence.

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4 Warwick Lane, Worthing,
BN11 3DP

07860 159 790