Complaints Procedure
When something has not met your expectations, we want to hear it directly, quickly and in your own words. A complaint handled well is how we repair trust, and how we find the process failures worth fixing. Last updated: 17 July 2026.
How to raise a complaint
- Fastest: speak to your patient coordinator, many issues are resolved the same day at this level.
- In writing: email enquiries@bluemagiclinic.com with "Complaint" in the subject line.
- By phone: +44 20 3627 7833, ask for your complaint to be formally logged.
- By post: BlueMagic Group Clinic, 3 Kullat, Kulla Nr.1, Rruga Dervish Hima, Tirana 1001, Albania.
To help us investigate properly, include your name and contact details, the dates involved, what happened, and what outcome would put it right for you. Photos are welcome where relevant, for clinical concerns they are often essential.
What we commit to
We acknowledge every formal complaint and provide a substantive response within 5 working days. Where a complaint needs deeper investigation, for example a clinical review by the medical team, we tell you that within the same 5 working days, explain what we are doing, and give you a realistic date for the full response. You will never be left wondering whether your complaint went into a void.
How clinical concerns are handled
Complaints touching on clinical care or results are reviewed by the medical team, not by customer service alone. Note that hair transplant results develop over 12–18 months; where a concern relates to growth, the review will consider where you are on that timeline, and your guarantee certificate (terms apply) may be relevant. Raising a concern early is always right, timelines are part of the answer, never a reason not to listen.
If you are not satisfied
If our first response does not resolve the matter, reply and ask for escalation. Escalated complaints are reviewed at management level by someone not involved in the original response, and you receive a final written position. Should you remain dissatisfied after escalation, you retain every right to pursue the matter through consumer protection bodies or legal channels in the relevant jurisdiction, using our procedure first is never a condition for those rights, and nothing in this process removes them.
What we do with complaints
Every complaint is logged, and patterns are reviewed so the underlying causes get fixed, a complaint that improves the journey for the next patient is a complaint that mattered. Complaint data is handled under our privacy policy.