I’ve been a loyal patient of The Cosmetic Skin Clinic for a long time and have referred many friends. My recent experience, however, has completely destroyed my trust in this practice — not only in the front office, but also in the senior doctors.After a service issue, I was offered a complimentary treatment as a goodwill gesture. Dr. Christou told me directly that there was no required timeframe to redeem it (despite the front office staff initially saying there was) and that I should only do the treatment when it was clinically appropriate. I relied on that guidance.When I later tried to book it, the clinic refused to honour the offer. What followed were weeks of back-and-forth emails with Jo and the front office team. The communication was repeatedly dismissive, avoided addressing the actual issue, and relied on shifting administrative explanations rather than taking responsibility for the contradictory guidance I had been given.Most disappointingly, neither Dr. Christou nor Dr. Matthew stepped in to correct the situation or to acknowledge the role that clinical advice played in this. Their lack of accountability reflects poorly on the clinic’s leadership.For a place that markets itself as trustworthy and patient-focused, this experience showed the opposite. I can no longer recommend them. And I'm sharing this to hopefully help others avoid a similar experience.+++UPDATE:Your public response publicly disclosed personal medical information about me — identifying a treatment I received that I did not mention in my review and did not consent to share. Medical treatment information is special category data under UK GDPR, and disclosing it without consent is not permitted under data-protection law.Also, your public reply still avoids the central issue: Dr. Christou told me verbally that there was no timeframe to redeem the treatment, and that is the guidance I followed. Your reply also doesn’t reflect the weeks of back-and-forth with Jo and the front office, during which explanations shifted and the core issue was repeatedly avoided.For clarity: the clinic is still not acknowledging the conflicting clinical guidance I received, and it has disclosed personal medical information without my consent, which may constitute a GDPR breach.
Claim your business profile now and gain access to all features and respond to customer reviews.
