Start a complaint
Last updated: 7 May 2026
Complaints are submitted through our secure online application at app.aestheticresolution.com. The application is free for consumers and designed to be used without a lawyer.
Before you apply
Make sure your complaint is eligible. In summary:
- You are a consumer who paid for a private medical aesthetic or cosmetic surgery service from a UK-established trader.
- You have already complained to the trader.
- You have either received a final response (deadlock letter) or 8 weeks have passed since you complained.
- You are applying within 12 months of the trader’s final response.
The full criteria are on the eligibility page.
What you will need
- The trader’s name, address and email (if known).
- The date of the treatment or service.
- The date you first complained to the trader.
- The trader’s final response or deadlock letter, if you have one.
- Any supporting evidence (photos, contracts, correspondence). The application accepts JPEG, PNG and PDF files.
AR-ADR does not handle clinical negligence or personal injury damages. If your complaint is about clinical negligence or injury caused by treatment, you may need to seek legal advice or contact the relevant professional regulator. The application asks you to confirm that you understand this.
What happens next
- You complete the application at app.aestheticresolution.com/file-complaint.
- We acknowledge your application, usually within 5 working days.
- We check eligibility and may ask for further information.
- If accepted, your complaint moves into Early Resolution or Adjudication. See how ADR works.
Need help?
If you cannot use the online application — for example because you need a reasonable adjustment, or you do not have access to a computer — please contact us and we will help you apply by another route.