Complaints Policy / 投诉处理政策

Last updated: 19 April 2026

English

At My Timeless, we are committed to providing safe, respectful, and professional care. If you are unhappy with any aspect of our services, care, communication, or aftercare, we want to hear from you so that we can review the matter fairly and respond appropriately.

Complaints should be submitted in writing to complaints@mytimeless.ai, for the attention of the Complaints Lead. If you prefer, you may also use the contact details shown on our Contact page.

To help us investigate, please include your full name, your preferred contact details, the date of your appointment, order, or interaction, the name of the clinician or team member involved if known, a summary of your concern, any relevant supporting documents or photographs, and the outcome you are seeking.

We will aim to acknowledge your complaint within 5 working days.

We will review the matter fairly and confidentially, investigate with the relevant team members and, where appropriate, a clinician or manager not directly involved, and provide a written response as soon as reasonably practicable and, where possible, within 20 working days.

If our investigation is likely to take longer, we will keep you updated and explain why.

We take complaints seriously and aim to resolve them in an open, respectful, and confidential manner. Making a complaint will not affect your right to ask questions, receive appropriate aftercare, or access ongoing care that is clinically appropriate.

If your complaint concerns the Complaints Lead or another senior person, it will be reviewed by an alternative appropriate person.

If you remain dissatisfied with our response, you may request an internal review by a senior person not previously involved.

Nothing in this policy affects your legal rights.

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中文

在 My Timeless，我们致力于提供安全、尊重且专业的照护与服务。如果您对我们的服务、照护、沟通或术后支持的任何方面感到不满意，我们希望您告知我们，以便我们对相关事项进行公平审查并作出适当回应。

投诉应以书面形式发送至 complaints@mytimeless.ai，收件人为 Complaints Lead（投诉负责人）。如您愿意，也可通过“联系我们”页面显示的联系方式与我们联系。

为便于我们调查，请尽量提供：您的全名、您希望我们联系您的方式、您的预约、订单或相关互动日期、相关临床人员或团队成员姓名（如知悉）、问题概述、相关支持材料或照片，以及您希望获得的处理结果。

我们将尽力在 5 个工作日内确认收到您的投诉。

我们会以公平且保密的方式审查相关事项，并与相关团队成员进行调查；在适当情况下，也会由未直接参与相关事项的临床人员或管理人员参与审查。我们会在合理可行的情况下尽快向您提供书面回复，并在可能的情况下于 20 个工作日内完成正式答复。

如调查预计需要更长时间，我们会向您更新进展，并说明原因。

我们会认真对待所有投诉，并力求以公开、尊重和保密的方式处理。提出投诉不会影响您继续提出问题、获得适当术后支持或取得临床上适当的持续照护的权利。

如您的投诉涉及 Complaints Lead 或其他高级负责人，该投诉将由另一位适当人员审查处理。

如您对我们的答复仍不满意，您可要求由此前未参与处理的高级人员进行内部复核。

本政策不影响您享有的任何法律权利。