Complaints Procedure

If something has not met your expectations, clinically, organisationally or in how we communicated, we want to know, formally and early. Complaints are reviewed seriously: they are how a clinic improves and how individual problems get fixed.

How to complain

• Email office@bluemagiclinic.com with “Complaint” in the subject line, describing what happened, when, and what outcome you seek.
• Or raise it with your coordinator by WhatsApp or phone (+44 20 3627 7833), they will register it formally on your behalf if you wish.
• Include photos where relevant; for clinical concerns they materially speed up review.

What happens next

• Acknowledgement of your complaint, with a named point of contact.
• An initial response within 48 hours of receipt.
• Clinical concerns are reviewed by the medical team; where appropriate you may be asked for further photos or a local examination report.
• You receive a written outcome: what we found, what we will do, and, where warranted, remedial treatment arrangements under your plan’s terms.

If you remain dissatisfied

You may escalate in writing to clinic management via the same address, request review under the terms of your written treatment plan and guarantee documents, or pursue the consumer protection and regulatory routes available in Albania or your country of residence. Using our procedure does not limit your legal rights.

Honest feedback, including public reviews, is never held against a patient. Aftercare obligations in your plan continue regardless of any complaint.