A practical guide for beauty therapists from Balens (BABTAC Insurance Brokers)
In beauty therapy, a client complaint can feel like a punch to the stomach - whether it’s a reaction to a lash lift, bruising after a treatment, or brows that ‘don’t look right’. It can touch on your confidence and your livelihood. Working with BABTAC for over 20 years, Balens knows how to handle client complaints professionally. From managing the client (and your feelings) so you both get the outcome you deserve, as well as reducing the chances of complaints in the first place, here’s how to manage
Client complaints are not only about blame, managed well, they can:
• Help support your practice and professional reputation
• Help strengthen trust with clients
• Help improve the quality and safety of your work
What a client complaint might look like:
• A written or verbal statement of dissatisfaction
• A demand for a refund perhaps after a chemical peel, laser session or colour service
• A threat to ‘take it further’ after a reaction to tint, wax, filler or other aesthetic treatment
• A grievance about treatment outcomes such as scarring, hyperpigmentation, uneven results, or unexpected downtime
Underneath most complaints, the client could feel:
• Misled, confused or under informed
• Embarrassed or distressed about how they look after treatment
• Anxious about whether the results are temporary or permanent
• Disrespected or not listened to
If these feelings are ignored, they could become a legal claim. That’s why proactive complaint handling matters so much.
Common triggers you can prevent:
Most client complaints in beauty therapy fit recurring patterns. Typical triggers include:
• Lack of clear information: eg not explaining that a strong peel can cause several days of redness and peeling)
• Unrealistic expectations: Expecting a ‘quick fix’ or guaranteed results, like expecting cellulite to disappear after one treatment.
• Feeling or looking worse after treatment: Swelling, bruising or breakouts after facials, or pigment changes after laser/light treatments.
• Poor communication: Feeling rushed, dismissed, judged or not properly heard.
• Boundary concerns: Discomfort about intimate waxing or photos being taken without clear permission.
• Confidentiality worries: Not knowing who can see their notes, how data is stored or shared.
• Practical frustrations: Being kept waiting in a busy salon, last‑minute changes to therapists or being charged extra for add‑ons they didn’t realise they agreed to.
Managing risk
Handling client complaints well can start long before anyone says, ‘I want to complain.’ It starts with the client journey through your practice. Ask yourself - are your treatment descriptions, package deals and before‑and‑after photos on social media accurate and clear? Is your tone welcoming and professional? Do you clearly explain what you can and can’t offer? Do you gather enough information about medications, allergies, skin conditions? Does your space feel safe, private and well organised? Do you display all your relevant qualifications and insurance details? Does your client really understand what will happen, including any potential risks and limits? Have you checked for any contraindications and carried out any relevant patch tests? Have you been honest about any likely benefits, limitations and alternatives? Does your client know what happens after the treatment, what to expect and how to contact you if something changes? At each stage, ask yourself: What could go wrong here? Then adjust your processes and communication accordingly.
How to respond when a client complains:
1. Stay calm and don’t react defensively
A complaint can feel like a personal attack, but it is a valuable opportunity to help you improve your services. Effective, empathetic and rapid complaint resolution can turn dissatisfied users into loyal advocates. Take a breath. Avoid responding in anger or panic and/or with immediate, emotional emails or messages. Remember, the aim is to resolve the complaint, not to “win”
2. Listen carefully and acknowledge their experience
Whether the complaint is written or verbal, let the client explain what has happened from their perspective then reflect back what you’ve heard to show you understand. If the complaint arrives as a bad review or social media comment, see if you can move the conversation to a private channel while still responding professionally and calmly in public. Finally, acknowledge the impact on them (without admitting fault), for example ‘I’m sorry this has been so upsetting for you’/’I can hear how disappointed you feel about the outcome.’ People want to feel heard and taken seriously.
3. Follow your complaints procedure
Every practice should have a simple, written complaints procedure.
It should set out:
- How to make a complaint
- Who will handle the complaint
- What will happen next
- When they can expect a response
- What they can do if they’re still unhappy
- Include how you handle complaints made via social media, online reviews or booking platforms if appropriate.
When a complaint arrives:
- Log it and follow the procedure
- Keep copies of all correspondence
- Stick to stated timescales wherever possible
4. Avoid admitting any liability until the complaint has been investigated
This means using phrases like: ‘It’s definitely my fault’/‘I accept full responsibility’/‘I’ll refund everything’. These statements can affect your professional indemnity insurance and any future claim. Seek advice first.
5. Notify Balens (BABTAC Members)/ your insurance broker as soon as you receive a complaint
If a client does any of the following:
- Reports scarring, infection, hair loss, allergic reaction or claims they’ve had to see a medical professional as a result of your treatment
- Mentions ‘formal complaint’ or ‘taking it further’
- Requests a refund or compensation
- Suggests legal action or contacting a regulator.
6. Get guidance before sending a formal response
Balens (Insurance Broker) can:
- Help you understand your options
- Advise on tone and content of your written reply
- Clarify what you should and shouldn’t say.
7. Keep a complaints log
DO:
Do remain polite and professional at all times
Do give the client space to talk without interruption
Do acknowledge their feelings and the impact on them
Do ask for clear photos and note any products they might have used since
Do encourage clients to seek medical attention if you have any concerns about their symptoms, or if they are unsure.
Do explain that you will follow your complaints procedure
Do keep detailed notes of conversations and decisions
Do confirm key points in writing
DON’T:
Don’t ignore early signs of dissatisfaction
Don’t respond defensively or blame the client
Don’t offer to fix a problem treatment immediately without a proper reassessment of the skin, hair or nails and discussion of risks
Don’t admit liability or agree compensation without advice
Don’t delay notifying your insurer if a claim is possible
Don’t discuss the complaint widely with people who don’t need to know.
One small but effective habit is to call your clients after a ‘no show’. Calling after a no‑show can uncover issues such as nerves about a first intimate wax, confusion about prep instructions, or worries about cost - all of which you can often address before they turn into formal complaints.
Turning complaints into opportunities for continuous improvement
Effective complaint handling can actually be a powerful tool for continuous improvement so consider reviewing complaints and ‘near misses’ regularly. Look for patterns around particular treatments, e.g. are most complaints linked to a specific peel strength of waxing product? Involve your team or supervisor in reflective discussions and monitor the times of day or staffing levels where clients feel rushed. Over time this can strengthen client trust and satisfaction, reduce repeat issues and future complaints and support safer, more effective working practices.
By focusing on clear consent and communication, robust case notes and confidentiality, extra care with children and vulnerable adults, a visible, practical complaints procedure and early engagement with Balens, you can approach complaints with confidence not fear.
Disclaimer: This article is for general information only and does not constitute legal, clinical or insurance advice. It does not take into account your individual circumstances. Some treatments, particularly advanced aesthetic procedures, may be subject to additional local regulations and standards. Any insurance examples are illustrative only. Cover is always subject to the specific terms, conditions and exclusions of your policy and to individual circumstances. Always check the specific requirements for the treatments you offer. Always refer to your own policy documents and seek appropriate professional, legal or insurance advice before acting on any of the information provided.