Complaints policy

If you are unhappy with your consultation, treatment or any part of our service, please tell us. This policy explains how to make a complaint, how we will investigate it and where you can go if you remain dissatisfied.

Our approach

We want patients to feel able to raise concerns openly. Making a complaint will not affect your current or future care. We will listen, review the relevant information and give you a clear written response.

If our investigation shows that something has gone wrong, we will explain what happened, apologise where appropriate and set out any action we are taking to put matters right or improve the service.

Complaining on behalf of someone else

A patient may complain directly or ask a relative, friend or representative to act for them. If someone contacts us on your behalf, we may need your written permission before we can discuss confidential information or release details about your care.

How to make a complaint

Email is usually the quickest way to contact us. Send your complaint to enquiries@hairtransplantbelfast.org. You can also write to the Complaints Manager at:

Belfast Hair Transplant Cromac Street Belfast BT2 8LA

Please include your full name and contact details, the date of the consultation or treatment concerned, a clear account of what happened and what you would like us to do. Attach any emails, photographs or other documents that you think will help us understand the complaint.

If you need help putting your complaint in writing, email Email Us. Please raise the matter as soon as you can, as a long delay may make it harder to establish what happened.

What happens next

How we handle your complaint

1. Acknowledgement

We will normally acknowledge a written complaint within three working days. We will confirm who is handling it and let you know if we need any further information.

2. Investigation

The Complaints Manager, or another appropriate senior person, will review the concerns raised. This may include checking consultation notes, medical records, consent forms and correspondence, and speaking with the members of staff involved.

3. Written response

We aim to provide a full written response within 20 working days of receiving the complaint. If the investigation needs more time, we will explain why and tell you when you can expect the response.

4. Outcome

Our response will address the points you raised, explain our findings and set out any action taken. Where appropriate, this may include an apology, a practical resolution or a change to the way the service is delivered.

Complaint information is handled confidentially and shared only with the people who need it for the investigation, or where disclosure is required by law or a healthcare regulator.

If you remain unhappy

If you believe our final response has not answered your concerns, please tell us which points remain unresolved. Where possible, a senior person who was not directly involved in the original handling of the complaint will review those points.

You can also raise concerns about the quality or safety of a health or social care service with the Regulation and Quality Improvement Authority (RQIA). Its guidance explains how concerns are considered and the support available. Please check the guidance for the route that applies to your circumstances.

Contact the clinic

For complaints, email enquiries@hairtransplantbelfast.org. For help submitting a complaint, email Email Us or write to the Complaints Manager at the Belfast clinic address above.

Last reviewed: September 2026