Complaints Policy

At The Medispa Edit, we are committed to providing a premium, seamless experience.

We are sure that you will not need to complain, but just in case, if you wish to raise a complaint on how we have handled or processed (used) your personal data, or you have a complaint about the accuracy or retention of your data for example, or believe we are processing your personal data in a way that is not in accordance with the law, you should contact us.

We will acknowledge within 30 days as outlined in the amended legislation although we aim to do this sooner. We will investigate the matter without undue delay and will provide you with an outcome. If the investigation takes longer than anticipated, we will keep you informed of progress.

If you are not satisfied with our response to your complaint, you have a right to complain to the UK Information Commissioner’s Office.

How to Raise a Complaint

You can contact us by any of the following methods:

• Email: complaints@themedispaedit.com
• Post: The Medispa Edit, Unit 1B Gatcombe Way, Priorslee, Telford, Shropshire, TF2 9GZ
• Phone: 0303 123 1113 (local rate)
  

• Online complaint form: https://ico.org.uk/make-a-complaint

Please provide your full name, order number (if applicable), a clear description of your complaint, and your preferred contact method for our response.

What Happens Next

• Acknowledgement: We will acknowledge your complaint within 2 working days of receipt.
• Investigation: We will investigate fully and aim to provide a substantive response within 10 working days. If the matter is complex and requires more time, we will keep you informed of progress.
• Resolution: We will communicate our findings and proposed resolution clearly. Where a remedy is appropriate — such as a refund, replacement, or other redress — we will act promptly.

If You Are Not Satisfied

If you remain dissatisfied with our response, you may:

• Ask us to escalate the matter to a senior member of our team by replying to your complaint email, or by writing to us at Unit 1B Gatcombe Way, Priorslee, Telford, Shropshire, TF2 9GZ.
• Seek advice from Citizens Advice (citizensadvice.org.uk) or contact Trading Standards via Citizens Advice.
• Refer the dispute to an approved Alternative Dispute Resolution (ADR) provider. We will provide you with details of any ADR scheme we participate in upon request.

Data protection complaints

If your complaint concerns how we have handled or processed your personal data, please see the Complaints section of our Privacy Policy. You also have the right to complain to the UK Information Commissioner's Office on 0303 123 1113 or via the ICO — Make a Complaint form.

Your Consumer Rights

Nothing in this complaints process affects your statutory rights as a consumer under the Consumer Rights Act 2015 or other applicable UK legislation.

Continuous Improvement

All complaints are logged and reviewed periodically to identify trends and improve our products, processes, and service. We treat every complaint as an opportunity to do better.

Last updated: 20 August 2026