Rejuva London Harley Street
Rejuva London Harley Street

Complaints, Feedback & Concerns

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Complaints, Feedback and Concerns

At Rejuva London (Yuchi Beauty Ltd), we are committed to delivering safe, effective and compassionate care. We recognise that, despite our best efforts, there may be occasions when a patient, their representative or a visitor is dissatisfied with the service they have received.

We regard every complaint as a valuable opportunity to learn and improve the quality of our care. All patients are told of their right to raise concerns and are supported in doing so without fear of prejudice, disadvantage or reprisal.

Our Complaints Handling Policy is aligned with Regulation 16 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, the Care Quality Commission (CQC) Fundamental Standards, the Parliamentary and Health Service Ombudsman (PHSO) Principles of Good Complaint Handling, the Joint Council for Cosmetic Practitioners (JCCP) / Cosmetic Practice Standards Authority (CPSA) Code of Practice, and the UK General Data Protection Regulation.

Our Service Commitments

When you raise a complaint with Rejuva London, we will:

  • Treat you with respect, empathy and without judgment.
  • Acknowledge your complaint in writing within 3 working days.
  • Offer a meeting, in person or by video call, if that would help.
  • Investigate thoroughly, fairly and impartially.
  • Keep you informed of progress at least every 10 working days where a full response is delayed.
  • Provide a full written response within 20 working days; where this is not possible we will explain why and agree a new timescale with you.
  • Apologise, explain what happened and say what we will do differently — in line with our Duty of Candour.
  • Tell you how to escalate your complaint if you remain dissatisfied.
  • Protect you from any detriment for having raised a concern.

Duty of Candour

Where a notifiable safety incident occurs, or where a patient raises a concern about the standard of their care, we will act in an open and transparent way in line with the statutory Duty of Candour (Regulation 20 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014). This includes informing the patient of what happened, offering a sincere apology, explaining what further enquiries we will make, and following up in writing.

Who Can Make a Complaint

A complaint may be made by:

  • A patient who has received, or is receiving, care from Rejuva London.
  • A relative, friend or representative acting with the patient’s informed consent.
  • The personal representative of a deceased patient.
  • A person holding a registered Lasting Power of Attorney that covers health and welfare.
  • A third party acting in the best interests of a patient who lacks capacity, as defined by the Mental Capacity Act 2005.

Complaints should ordinarily be made within 12 months of the incident or of the complainant becoming aware of it; we may consider complaints made outside this timeframe where there are exceptional circumstances.

How to Make a Complaint

You can raise a complaint in whichever of the following ways is most comfortable for you:

  • In person at reception, 15 Harley Street, London W1G 9QQ.
  • By telephone — please ask to speak to the Clinic Manager.
  • By email to patientcare@rejuvalondon.co.uk (monitored by the Clinic Manager).
  • By post — Clinic Manager (Complaints), Rejuva London, 15 Harley Street, London W1G 9QQ.
  • Using our online Complaint Form (or our printable PDF version) — fill it in and return it to us by email or post.

Information is available in accessible formats on request, including larger print, translated summaries, or with the support of an interpreter. A verbal complaint that is not resolved within 24 hours will be written up by the Clinic Manager and a copy shared with you for agreement before we investigate.

When you contact us, please include your full name, a contact number or email address, the date of your treatment or visit, the name of the staff member involved (if known), and a clear description of your concern.

Our Complaints Process

Informal resolution. If you raise a concern at the time of your visit, the member of staff you speak to — or, if you prefer, the Clinic Manager or practitioner in charge on the day — will do everything reasonable to resolve the matter there and then. Most concerns are resolved in this way and nothing further is required.

Stage 1 — Local Resolution (Clinic Manager). If your concern cannot be resolved on the day, or if you wish to make a formal complaint, the Clinic Manager will acknowledge your complaint within 3 working days, agree with you the issues to be investigated and the outcome you are seeking, investigate the complaint, offer you a meeting if you would like one, and issue a full written response within 20 working days (or agree an extended timescale with you where the investigation requires it). Purely clinical concerns are triaged to the Medical Director for clinical review while Stage 1 remains open.

Stage 2 — Independent Internal Review (Medical Director). If you remain dissatisfied with the Stage 1 response, you may request a Stage 2 review by writing to the Medical Director at patientcare@rejuvalondon.co.uk (marked “FAO Medical Director – Stage 2 review”) within 28 calendar days of the Stage 1 response. The Medical Director will acknowledge your request within 3 working days, conduct an independent review, and issue a Stage 2 written response, normally within 20 working days. Where the complaint concerns the Medical Director personally, the review will be conducted by an appropriately qualified independent clinician appointed by the clinic.

Stage 3 — External Review and Escalation. If the matter is not resolved after Stage 2 — or at any point if you would prefer to escalate independently — you may contact the bodies listed below. Rejuva London fully cooperates with external reviewers and regulators.

Treatment-Related Complaints

Because Rejuva London delivers regulated medical aesthetic treatments, the following additional standards apply to complaints involving treatments and procedures:

  • We carefully distinguish between dissatisfaction with a planned outcome (the treatment was delivered in line with good clinical practice and the signed treatment plan) and a complication or adverse event (an unintended clinical outcome such as infection, vascular occlusion, persistent swelling, burn, pigmentation change or allergic reaction). Both are handled under this policy; complications are additionally managed under our Adverse Event and Patient Safety Incident procedures.
  • For any complaint that concerns the outcome of a treatment, the Medical Director will offer a free clinical re-consultation — with the treating practitioner, with another practitioner, or with the Medical Director herself, at your preference.
  • Where a complaint is upheld, the clinic may at its discretion offer remedial treatment, a partial or full refund, a credit against future treatments, or another form of resolution. Any such offer is made in writing and without admission of legal liability (save where expressly stated), and does not prevent you from pursuing a complaint, a civil claim or a regulatory referral.
  • Where a patient experiences an adverse event, clinical priority always comes first: the treating practitioner or Medical Director will ensure the patient receives appropriate urgent care, including onward referral to A&E, the patient’s GP or a relevant specialist.

How We Handle Your Information

Personal data shared with us in the course of a complaint is processed by Yuchi Beauty Ltd (trading as Rejuva London) as data controller, in accordance with the UK GDPR and the Data Protection Act 2018. We rely on Article 6(1)(c) (compliance with a legal obligation), Article 6(1)(f) (legitimate interests in investigating and improving care) and, where health information is involved, Article 9(2)(h) (provision of health care).

Complaint information is only shared with staff and advisers who need it to investigate and respond, and only with external organisations (such as a regulator or our insurer) where you have consented or where we are legally required to do so. Complaint records are held separately from your clinical record, with access restricted to the Clinic Manager, the Medical Director and, where relevant, the Data Protection Officer. We retain complaint records for 10 years from the date the complaint is closed, in line with the NHS Records Management Code of Practice 2021. Full details are set out in our Privacy Notice.

Confidentiality and Non-Retaliation

No patient, representative or member of staff will be disadvantaged, excluded from care, or treated less favourably for raising a complaint or concern in good faith. Any retaliation against a complainant is treated by the clinic as a serious disciplinary matter.

External Complaints and Escalation Contacts

If you would like to take your complaint further, or if you would prefer to escalate independently at any stage, the following organisations can help. Rejuva London will provide any information you need to contact them:

  • Care Quality Commission (CQC) — our regulator. CQC welcomes information that helps it regulate providers. www.cqc.org.uk · 03000 616 161.
  • Joint Council for Cosmetic Practitioners (JCCP) — for concerns about a non-surgical cosmetic practitioner. www.jccp.org.uk.
  • Save Face — for advice and support following non-surgical cosmetic treatments. www.saveface.co.uk.
  • General Medical Council (GMC) — for concerns about the conduct or fitness to practise of a doctor. www.gmc-uk.org.
  • Nursing and Midwifery Council (NMC) — for concerns about a nurse. www.nmc.org.uk.
  • Information Commissioner’s Office (ICO) — for concerns about how we have handled your personal data. www.ico.org.uk · 0303 123 1113.
  • Independent Sector Complaints Adjudication Service (ISCAS) or an alternative independent adjudicator — where a matter cannot be resolved internally, Rejuva London will offer access to an independent adjudicator.
  • Citizens Advice or the Patients Association helpline — for free, confidential advice on making a complaint.

A copy of our full Complaints Handling Policy (Version 1.0, April 2026) is available on request. This policy is reviewed at least every two years.

If this is a medical emergency, please call 999 or attend your nearest A&E.

Submit your complaint online

Use the form below — your submission goes directly to our patient care team and we will acknowledge it within 3 working days.