Complaints Policy

We are committed to providing high-quality medical tourism facilitation services to our patients. When something goes wrong, we need you to tell us about it. Your feedback is very valuable to us. This will help us improve our standards.

Prior to making a complaint, we need you to review the Simply Aesthetic terms and conditions you accepted.

If you believe that there was a breach of our terms, please let us know which clause it relates to, what you have already done about it and what resolution you want out of your complaint – in general, Simply Aesthetic cannot offer financial compensation, address issues of staff discipline, for instance, sacking staff or finance private treatment.

If your complaint is related to the medical procedure you underwent, you may schedule a phone call with one of our aftercare specialists by booking an aftercare appointment.

Please make sure you have followed the post-operative instructions you were given after your treatment and you have completed the expected recovery period of your medical procedure(s) before you assess your results.

If you’ve already done the above and still aren’t satisfied with the explanations provided, you may email your complaint to

What will happen next?

  1. A member of our management team will acknowledge your complaint by responding to you within 2 business days.
  2. The manager will review your patient file including all the written correspondence you had with our firm, listen to the recorded calls and if needed interview all staff members who acted for you. The manager may need to request additional information from you to contribute to the assessment of the case. This may take up to 2 weeks depending on the extensiveness of your complaint.
  3. After the above investigation is complete, the manager will present you with a resolution option(s) for your complaint and may invite you to explain the details over the phone if the matter is complicated. The resolution email or the resolution phone call would usually take one week after the initial investigation is finalised.
  4. Once you agree on the resolution option, you will be required to sign a settlement agreement confirming your acceptance. Any resolution action will only be taken on our part after the settlement agreement is signed by you. Usually, resolution offers have one-week validity but may vary depending on the nature of the case.
  5. At this stage, if you are still not satisfied, the manager will review your complaint again after consulting another member of the management team unconnected with the matter to review the decision independently. The independent manager will then write to you within one week confirming our final position on your complaint and explaining our reasons.
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