Complaints procedure
1. How to raise a complaint
You can contact us by any of the following methods:
Email: complaints@longevaaesthetics.com
Post: Longeva Aesthetics, Unit 1, Chichester Court, Milnrow Road, Rochdale, OL16 1UG
Phone: +44 1524 963063 (Monday to Friday, 9am to 5pm)
Please include:
- Your name and contact details
- Your order number (if applicable)
- A clear description of the issue
- What outcome you are seeking
2. How we handle complaints
Acknowledgement. We will acknowledge receipt of your complaint within 3 working days of receiving it. Our acknowledgement will include the name of the person handling your complaint and an expected timescale for resolution.
Investigation. We will investigate your complaint and keep you informed of progress. For straightforward complaints, we aim to provide a full response within 14 working days. For complex matters, this may take up to 28 calendar days. If we need more time, we will let you know why and give you a revised timescale.
Resolution. Our response will explain what we found, what action we have taken or will take, and any remedy we are offering. Where we have made an error, we will apologise clearly and without deflection.
3. Product safety complaints
If your complaint concerns a suspected adverse reaction to a product, a product quality defect, or a product safety issue, please also report it to the MHRA via the Yellow Card scheme:
Yellow Card (MHRA): yellowcard.mhra.gov.uk
Yellow Card reporting is available to patients, carers, and healthcare professionals. You do not need to be certain that a product caused a problem to make a report.
For urgent product safety concerns, the MHRA can also be contacted directly:
MHRA: mhra.gov.uk
Phone: 020 3080 6000
4. Data protection complaints
If your complaint relates to how we have handled your personal data, you may escalate to:
Information Commissioner's Office (ICO)
Website: ico.org.uk
Phone: 0303 123 1113
We encourage you to contact us first so we have the opportunity to resolve your concern before you approach the ICO.
5. Alternative dispute resolution
If your complaint concerns a contract dispute and we have been unable to resolve it through our internal procedure, you may use an Alternative Dispute Resolution (ADR) provider. We are not currently subscribed to a specific ADR scheme, but disputes may be referred to the Online Dispute Resolution (ODR) platform operated by the European Commission (accessible at ec.europa.eu/consumers/odr) for cross-border transactions, or to a suitable certified ADR body in the UK.
6. Continuous improvement
All complaints are reviewed by our management team as part of our ongoing quality assurance programme. We use complaint data to identify recurring issues and improve our service.
Last updated: 14 May 2026