If something isn't right
Complaints, the terms we treat you on, and our accessibility commitment, in one place, in plain English.
Last updated 3 August 2026
Tell us first. We would genuinely rather know.
If you are unhappy with your treatment, your result, or the way you were looked after, say so. We are building this clinic in public as an example for other clinics. A complaint we never hear about is worth nothing to anybody.
Raise it, however suits you
Email info@profinitywellness.com, or tell any member of the team in person. Once we open you will also have the clinic's direct number. You do not need to put it in writing, and you do not need to use the word "complaint".
We acknowledge within two working days
You will hear from a person, not an auto-reply, and we will tell you who is looking into it.
We investigate and respond within twenty working days
If it is a clinical matter, the review is carried out by a clinician who was not involved in your treatment wherever that is possible. If we need longer, we will tell you why and when to expect an answer.
If you are still not satisfied
You can escalate outside the clinic. Concerns about a doctor's conduct or fitness to practise can be raised with the General Medical Council; concerns about a nurse with the Nursing and Midwifery Council. Nothing here affects your legal rights.
If you are worried after a treatment
That is not a complaint. It is a clinical matter, and it is urgent to us. Contact the clinic straight away rather than waiting, on the number given to you at your appointment. Out of hours, use the emergency number you were given at your appointment. If you are seriously unwell, contact 111 or 999 as appropriate. See our standards and safety page for how we handle complications.
The terms we treat you on.
Treatment at Profinity Wellness is provided by Dr Tim Pearce Ltd (company number 10010939). These terms are between you and that company.
Appointments and cancellations
We are not open yet and are not taking bookings. Our booking terms, including any deposit and how much notice we ask for a change or cancellation, will be published here before the first appointment is taken, and confirmed with you at the time you book.
Consultation before treatment
Every patient is assessed before any treatment is recommended or carried out. Where a treatment involves a prescription-only medicine, UK rules require a face-to-face consultation with the prescriber first. We may decline to treat you where it would not be clinically appropriate, and we will explain why.
Age
We treat adults only. It is a criminal offence in England to administer cosmetic injectables to anyone under 18. We may ask for photographic identification.
Results
Every face and every body is different, and no clinic can guarantee an outcome. We will tell you honestly what we expect a treatment to achieve, over what timescale, and what it will not do. Where a plan depends on things you do at home, we will say that too.
Prices and payment
Prices are confirmed with you before you book and are not changed in the chair. The prices published on this website may be updated from time to time; the price you were quoted is the price you pay for that appointment. Payment is due on the day unless we have agreed otherwise. Memberships are governed by their own terms, given to you before you join.
Prescription-only medicines
UK law prohibits the advertising of prescription-only medicines to the public, so you will not find them named, described or priced anywhere on this website. Where such a treatment is clinically appropriate for you, your prescriber will discuss the options and the full written price list with you in person.
This website
Nothing on this site is medical advice, and it is no substitute for a consultation. The content is provided in good faith and kept as accurate as we can, but we cannot promise it is complete or current at every moment. Photographs of people are of our own team unless stated otherwise, and we do not publish before-and-after images without the patient's written consent.
This site should work for everybody.
We have built it to meet WCAG 2.2 AA: readable contrast, visible focus states, full keyboard navigation, meaningful alternative text, and animation that switches itself off if your device asks for reduced motion.
Accessibility at the clinic itself: [STEP-FREE ACCESS, PARKING AND FACILITIES TO CONFIRM]. If you have a requirement we should know about before your visit, whether that is mobility, hearing or a preference for a quieter time of day, tell us when you book and we will arrange it.
If any part of this website is difficult for you to use, email info@profinitywellness.com and we will fix it. That is a genuine invitation, not a formality.
Still want to talk to someone?
Ring the clinic and ask for whoever is senior that day. You will not be passed around.
Join the waiting list