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Terms & Conditions

Appointment Times

All listed appointment times allow for treatment room preparation and pre-treatment consultation. The times also allow, where required, for you to change both before and after the procedure. With this in mind, we encourage you to arrive promptly- or better still- a couple of minutes prior to your booked appointment. Unfortunately, if you are running late for your appointment it may be necessary for your treatment time to be reduced accordingly- or in some cases rescheduled altogether- to ensure the next patient can be seen at their allocated slot.

Courses

Where appropriate, we are pleased to offer a number of treatments as courses, at a reduced ‘package’ price. In order to guarantee the best possible results, we insist that all courses are completed within 24 months of initial treatment. Regretfully, prepayment for treatments not taken within this timeframe will be forfeited.

Gift Cards

Coppergate Clinic Gift Cards are valid for 6 months from the date of purchase. Gift Cards are non-returnable and non-refundable.

Payment Methods

We are pleased to accept the following payment methods- Gift Card, cash, credit or debit card.

Cancellations

If you are unable to attend an appointment for a non-surgical procedure, we require a minimum of 24 hours notice to allow us to offer this space to other patients on our waiting list. Where less than 24 hours notice is given, payment in full will be required to secure future appointments.

Booking of surgery is confirmed only upon payment of a £500 non-refundable deposit. Cancellation of the booking within 14 days of the surgery date will incur a charge equivalent to 50% of the deposit. Cancellation of the booking within 48 hours of the surgery date will incur a loss of the full deposit. Cancellation must be done through speaking with a member of the Coppergate Clinic team, either in person or over the telephone. Emails, written cancellation or voice messages are not accepted as they may not be received.

Patient Complaints Procedure

It is our aim to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as efficiently, effectively and politely as possible. We take complaints very seriously, we investigate them in a full and fair way and take great care to protect your confidentiality. We learn from complaints to improve our care and service. We will never discriminate against patients who have made a complaint.

If you are not entirely satisfied with any aspect of our care or service please let us know as soon as possible to allow us to address your concerns promptly.

Heather Clayton is our Complaints Manager and will be your personal contact to assist you with any complaints. If your verbal complaint is not resolved to your satisfaction within 24 hours or if you complain in writing, the Complaints Manager will acknowledge it in writing within 3 working days and will aim to provide a full response in writing within 10 working days.

If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a meeting when the person is next available. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible only by those who need to know about your complaint.

If the complaint investigation takes longer than anticipated the Complaints Manager will keep you informed of the reason for the delay, the progress of the investigation and the proposed date it will be completed.

When the investigation has been completed, you will be informed of its outcome in writing and invited to a meeting to discuss the results and any practical solutions that we can offer to you. These solutions could include replacing treatment, refunding fees paid, referring you for specialist treatments or other solutions that meet your needs and resolve the complaint.

We regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions and complaints.

Surgery Revision Policy

If your Practitioner agrees that the aesthetic outcome of your procedure was not in line with the expected outcome that was discussed and documented during consultation, you will be offered one complimentary episode of aesthetic revision treatment within your Fixed Price. To qualify, you must notify the Clinic of your concerns, in writing, within 12 months of your original procedure date. Regretfully, if you are still unhappy following the further single episode of aesthetic revision treatment, no further treatment will be be offered.

Treatment for clinical complications and aesthetic revisions includes any consultations, out-patient, day-care and in-patient treatment which your Consultant says you need and which the Clinic is able to provide at no additional cost to you. Where we are unable to treat your clinical complications, you agree that appropriate follow-up care may be provided by your GP or the NHS.

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