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Complaints Policy

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At OKSE Aesthetics, we are committed to providing a high-quality, professional service. As a clinic led by Oksana Lipkina, we take every patient's experience personally and welcome your feedback as an opportunity to improve our care and standards.

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1. Our Commitment

We treat every complaint as a serious expression of dissatisfaction. You have the right to have your concerns investigated thoroughly, politely, and promptly. Making a complaint will not adversely affect your future treatment or relationship with the clinic.

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2. How to Raise a Concern

We encourage you to raise any concerns as soon as they arise, as most issues can be resolved quickly through an informal conversation.

  • Informal Resolution: In the first instance, please speak directly with Oksana Lipkina during or immediately after your treatment.

  • Formal Complaint: If your concern cannot be resolved informally, please submit a formal complaint in writing to:

Please include your full name, date of birth, the date of your treatment, and a detailed description of your concerns.

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3. Investigation Process

As the sole owner, Oksana Lipkina personally oversees the investigation of all formal complaints:

  • Acknowledgment: We will acknowledge receipt of your complaint in writing within 3 working days.

  • Investigation: Oksana will conduct a thorough review of your clinical records, consent forms, and treatment notes.

  • Clinical Review: You may be invited to the clinic for a complimentary follow-up assessment. This allows Oksana to examine the area of concern in person and discuss potential solutions.

  • Final Response: We aim to provide a full written response within 20 working days. If the investigation requires more time, we will keep you updated on our progress.

 

4. Outcomes

Our final response will include a summary of our findings and a proposal for resolution.

Please note: As per our Terms and Conditions, we operate a no-refund policy on treatments already performed. Any corrective treatment offered is at the clinical discretion of Oksana Lipkina.

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5. Escalation

If you are not satisfied with the local resolution provided by Oksana Lipkina, you may escalate your concern to an independent body:

  • JCCP (Joint Council for Cosmetic Practitioners): For complaints regarding clinical standards (jccp.org.uk).

  • ISCAS (Independent Sector Complaints Adjudication Service): For independent adjudication of private healthcare complaints.

 

6. Confidentiality

All complaints are handled with the strictest confidentiality. By making a complaint, you agree to allow Oksana Lipkina to access your medical records for the purpose of the investigation.

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Contact Details

OKSE Aesthetics Attn: Oksana Lipkina

First Floor, 11 Welbeck St, Bond St, London W1G 9XZ

Email: okseaesthetics@gmail.com

Phone: 07897 751758

Last updated: March 2026

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