Save Face releases new customer complaints statistics

27 Nov 2018

Independent accreditation body Save Face has published its consumer complaints audit report for 2017-2018.

The results showed that in the last twelve months, Save Face received 939 total patient complaints and concerns; 934 were in regards to unregistered practitioners and five were registered with the accredited body.

Dermal filler treatments accounted for the highest amount of complaints at 616, and the lips were the highest affected area at 72%. The most prevalent complication was swelling and bruising, which had 213 patient complaints, while 156 had lumps and nodules and six reported vascular occlusion or impending necrosis.

Botulinum toxin resulted in 224 complications. The most reported complication was swelling and bruising at 86, while 57 saw asymmetrical results, 38 saw no result, 23 noted drooping of the eyelid/eyebrow, 16 people felt they looked ‘too frozen’ and the least common, with just four, was blurred vision.

The report also revealed that 76% did not know botulinum toxin was a prescription only medicine. It indicated that 11% of treatments took place at a ‘Botox’ party, 68% did not have a face-to-face consultation with a prescriber and 37% didn’t know the qualifications of their practitioner.

Amongst other reported complaints were laser and intense pulsed light (IPL) treatments (42), thread lifts (26), chemical peels (11), dermaroller treatment (8) and plasma procedures (7).

When reporting the complications and seeking treatment, the Save Face report showed that 226 people were ignored by the practitioner who had treated them, 387 had corrective procedures by other practitioners, 27 went to their GP and 11 went to accident and emergency.

The report concluded that outcomes from the last year resulted in one landmark conviction (resulting in imprisonment), 94 refunds, 27 insurance claims and 19 legal cases.

To read the full report, visit the Save Face website. 

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