Androfill Complaints Policy

Non-surgical / Dermal Filler

We aim for every patient to be satisfied with their hyaluronic acid filler procedure, but results vary between individuals.

Outcomes from filler treatment vary from patient to patient due to factors unique to the patient and the healing process.

If you are unhappy with the result, the doctor can assess whether adjusting or dissolving the filler is suitable.

Hyaluronic acid filler can be dissolved with an injection of the enzyme hyaluronidase. Any charge for dissolving is at the discretion of the treating doctor and may be payable. Dissatisfaction with the result is not grounds for a refund; see our refunds policy.

Note: Non-Hyaluronic acid-based fillers, for example, Ellanse, can not be dissolved away and are considered higher risk.

Results

In exceptional circumstances, the body can metabolise filler at a rapid rate, meaning that the filler is absorbed in a few months, although this is unlikely.

The body’s immune system can also cause the filler to reabsorb rapidly.

Filler reabsorption rates are impossible to predict and vary from patient to patient, therefore they are not guaranteed.

It will take 2 weeks or sometimes longer for the outcome of the Androfill Hyaluronic acid procedure to be clear as it takes time for swelling to subside and for filler to diffuse, flatten out, and set.

If you have just had a procedure and are worried that your penis looks swollen, or misshapen or badly bruised, or you are concerned about any aspect of the procedure, in the first instance, call the clinic 020 3633 0026.

You can also text message or Whatsapp the Androfill Clinic on +447426040086 or by sending an email to complaint@androfill.co.uk

It is likely that swelling and bruising are part of the normal healing process following a filler procedure, however, if in any doubt don’t hesitate to contact the clinic during business hours, Monday to Friday.

Complaint Escalation

In the unlikely event that we are unable to resolve your complaint to your satisfaction, your case can be reviewed by the independent Cosmetic Redress Scheme, which may decide how we must proceed.

Surgical Procedures

Outcomes from surgical procedures (primarily flaccid penis lengthening by division of the suspensory ligaments and fat transfer to the penis), have a greater variation in outcome and are less predictable than filler procedures.

Patients opting for surgical procedures must understand that surgery has a higher rate of complications and adverse outcomes.

A number of studies have found that long term patient satisfaction rates from penis enlargement surgery are low.

How your complaint is handled

1. Contact us first. Call 020 3633 0026 or email complaint@androfill.co.uk. Please allow up to 8 weeks for our response.
2. If you are still dissatisfied, or we have not responded within 8 weeks, you can refer your complaint to the Cosmetic Redress Scheme by post or online.
3. The Scheme first gives both sides 10 working days to resolve the complaint. If that fails, it issues a proposed decision within 20 working days; either side may ask for a review within 10 working days, and the Head of Redress makes a final decision within a further 20 working days.
4. If you accept the final decision, it is binding on Androfill and can be enforced in the courts. If you do not accept it, you remain free to take the matter to court.

Your personal data and complaints

We handle complaints in line with the UK GDPR and the Data Protection Act 2018. This is how it works in practice:

• What we use. To investigate a complaint we use your contact details, your clinical record and the correspondence you send us. We use only what is needed to look into the matter and respond.
• Why we may use it. Our lawful basis is our legitimate interest in resolving complaints and our legal obligations as a CQC-registered provider. Health information is special category data; we process it under the conditions for health care and, where needed, for establishing or defending legal claims.
• Who sees it. The treating doctor and the staff dealing with your complaint. If you escalate to the Cosmetic Redress Scheme, we share the information the Scheme needs to review your case, and it becomes a controller of that information under its own privacy notice.
• How long we keep it. Complaint records are kept with your clinical record for the period set out in our privacy policy, so that the matter can be revisited if it is reopened or a claim is made.
• Your rights. You can ask for a copy of the information we hold about you, including your complaint file, and ask us to correct anything inaccurate. Requests are free and answered within one month. Email info@androfill.co.uk.
• Complaints about your data. If your concern is about how we have handled your personal information, contact us first at info@androfill.co.uk. You also have the right to complain to the Information Commissioner’s Office at ico.org.uk.
• Confidentiality. We will not discuss your treatment or complaint with anyone else, including a partner or family member, without your written consent.

Complaints documents:

• Androfill Complaints Procedure (PDF) — how to raise a complaint, our response times and escalation to the Cosmetic Redress Scheme.
• Cosmetic Redress Scheme membership certificate (PDF) — CRS000782.
• Previous Androfill Complaints Policy (2019, PDF)
• Cosmetic Redress Scheme — the independent scheme that reviews unresolved complaints.

In the first instance, you should call the clinic on 020 3633 0026 or email complaint@androfill.co.uk

We expect your complaint will be addressed without needing to proceed through a formal redress process.