At Natalie Pillai Aesthetics, I am committed to providing safe, professional and high-quality care. Your satisfaction and wellbeing are my priority, and I value all feedback as an opportunity to continually improve my service.

If you are unhappy with any aspect of your treatment or experience, I encourage you to contact me directly so I have the opportunity to understand your concerns and work towards a fair and appropriate resolution.

Raising a Complaint
Complaints should be made as soon as possible following your treatment by contacting Natalie Pillai Aesthetics directly.
Please include:
• Your full name.
• The date of your appointment.
• A clear description of your concern.
• Any photographs, where appropriate.

What Happens Next?
Once your complaint has been received:
• I will acknowledge your complaint as soon as reasonably practicable.
• Your concerns will be reviewed carefully and fairly.
• Where appropriate, you may be invited to attend a review appointment.
• A response or proposed resolution will be provided as soon as reasonably possible.
• Every complaint is treated confidentially and assessed on its individual circumstances.

My Commitment
Where appropriate, I will always aim to resolve concerns through open communication, clinical review and, where clinically indicated, suitable follow-up treatment.

Social Media & Online Reviews
I understand that clients have the right to share their experiences and leave honest reviews.
However, I kindly ask that if you have any concerns regarding your treatment or experience, you contact Natalie Pillai Aesthetics directly before posting on social media or online review platforms. This allows me the opportunity to investigate your concerns thoroughly and, where possible, resolve the matter promptly and fairly.

Respectful Communication
Natalie Pillai Aesthetics operates a zero-tolerance policy towards abusive, threatening, intimidating, discriminatory or harassing behaviour.
Any communication should remain respectful. Abusive or threatening behaviour may result in future treatment being refused and, where appropriate, further action being taken.

Continuous Improvement
All feedback, whether positive or constructive, is welcomed and used to help improve the quality of care and client experience provided by Natalie Pillai Aesthetics.