Complaints Procedure

Most concerns are resolved quickly by talking. Please contact Aleksandra directly by email at contact@11studio.co.uk or by phone on 07725 057 233, ideally as soon as the issue appears. For anything related to healed pigment results, please wait until healing is complete before we assess it, as skin changes considerably during that period.

• Your name and contact details.
• The treatment and the date of your appointment.
• A clear description of the problem and how it affects you.
• Photographs in natural light, if relevant.
• What outcome you are looking for.

• We acknowledge your complaint within 5 working days.
• We review the treatment record, the consent form and any photographs, and may invite you to the studio for an assessment at no charge.
• We give you a written response within 21 days, explaining our findings and what we propose to do.
• If more time is needed, we will tell you why and when to expect an answer.

Where a treatment has fallen short of reasonable care and skill, we will offer an appropriate remedy in line with the Consumer Rights Act 2015. Normal healing variation, fading over time, and results affected by aftercare not being followed are not treatment faults, and we will explain clearly if that is our conclusion.

• Citizens Advice consumer helpline, 0808 223 1133, or citizensadvice.org.uk.
• Environmental Health at the Royal Borough of Windsor and Maidenhead, for concerns about hygiene or premises standards.
• The Information Commissioner's Office at ico.org.uk, for complaints about how your personal data has been handled.