Hair Repair Clinic
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Complaints Procedure

If something has gone wrong, tell us. We'll look into it properly, tell you what we found and put it right where we can.

If your complaint is about a reaction to a treatment

  • Stop using the product.
  • If you have chest pain, difficulty breathing or swelling of your face, lips or throat, call 999. For anything else that worries you, call NHS 111 or speak to your GP or a pharmacist.
  • Keep the product and its packaging. We may need them to investigate.
  • Then contact us so we can start looking into it straight away.

Our Commitment to You

Making a complaint won't affect your treatment or how we deal with you. All complaints are treated confidentially and will not affect your access to our services.

We recognise that sometimes things don't go as planned. If you're unhappy with any aspect of our service, we want to know so we can put it right. We view complaints as an opportunity to improve.

How to Make a Complaint

By Email

Send your complaint to:

hello@hairrepairclinic.co.uk

By Phone or WhatsApp

Call us on 0800 776 5395

Or message us on WhatsApp at 07855 565558, 9am to 9pm UK time.

Through Your Profile

Sign in and use the Messages tab. Choose Complaint as the subject so it reaches the right person quickly.

Go to Messages

In Writing

Write to us at:
Complaints Department
More On Top Ltd
Riverlea House
5 The Close
Avon Castle
Ringwood
Hampshire
BH24 2BJ

This is our registered office.

It Helps If You Include:

  • Your name and the email address on your account
  • Your order number, if it's about an order
  • What happened and when
  • What you'd like us to do
  • Any photos, labels or messages that show the problem

Someone can complain on your behalf, for example a family member. We'll need your permission before we discuss your details with them.

What Happens Next

1

Acknowledgement (Within 3 Working Days)

We confirm we've received your complaint and tell you who is looking into it. We'll quote your order number, or the email thread you wrote in on, so you can follow it up.

2

Investigation

We look at your account, your order and your messages. Where it involves your prescription or your medicine, we also review the records held by the prescriber and by our partner pharmacy, and we ask them for a written account.

3

Response (Within 20 Working Days)

We send you a full written response. If we need longer, for example while we wait for a pharmacy's findings, we'll tell you why and keep you updated until it's resolved.

4

Resolution

Our response will tell you:

  • what we found
  • whether we uphold your complaint
  • what we're doing to put it right for you
  • what we're changing so it doesn't happen again
  • where you can go if you're not happy with our answer

If we got something wrong, we'll say so plainly and apologise.

If You're Not Happy With Our Response

Ask for a review by our Managing Director. Reply to our response saying you'd like it reviewed, and our Managing Director will look at it again personally and reply within 20 working days.

You can also contact these organisations. Each one deals with a different kind of concern:

  • A pharmacist or pharmacy: the General Pharmaceutical Council (GPhC), pharmacyregulation.org. The GPhC can investigate the conduct of registered pharmacists and pharmacies. It can't award refunds or compensation.
  • The prescriber who reviewed your questionnaire: their professional regulator. Our prescribers are pharmacist independent prescribers, so that is the GPhC. If a different regulator applies to your prescriber, we'll tell you which one.
  • Side effects from a medicine: anyone can report these to the MHRA Yellow Card scheme at yellowcard.mhra.gov.uk.
  • Your consumer rights: the Citizens Advice consumer helpline, citizensadvice.org.uk.
  • How we've handled your personal data: the Information Commissioner's Office, ico.org.uk.

We will provide full details of escalation options in our response to your complaint.

Hair Transplant Complaints

Hair transplant procedures are carried out by our surgical partner. Send your complaint to us in the usual way. We remain responsible for your complaint, and we'll make sure it reaches the surgical team and involve them in the investigation.

What We Do With Complaints

We keep a record of every complaint and review them to spot patterns, so we can change how we work where we need to, including with our prescribers and our partner pharmacies.

Our Response Times

3 days

Acknowledgement

20 days

Full response target

100%

Complaints reviewed