All listed appointment times allow for treatment room preparation and pre-treatment consultation. The times also allow, where required, for you to change both before and after the procedure. With this in mind, we encourage you to arrive promptly- or better still- a couple of minutes prior to your booked appointment. Unfortunately, if you are running late for your appointment it may be necessary for your treatment time to be reduced accordingly- or in some cases rescheduled altogether- to ensure the next patient can be seen at their allocated slot.
Where appropriate, we are pleased to offer a number of treatments as courses, at a reduced ‘package’ price. In order to guarantee the best possible results, we insist that all courses are completed within 24 months of initial treatment. Regretfully, prepayment for treatments not taken within this timeframe will be forfeited.
Coppergate Clinic Gift Cards are valid for 12 months from the date of purchase. Gift Cards are non-returnable and non-refundable.
We are pleased to accept the following payment methods- Gift Card, cash, credit or debit card.
If for any reason we need to refund a payment you have made to the clinic, this will be issued to the bank account of your choice within 10 working days.
All patients will receive 20 loyalty points for every £1 spent in clinic on non-surgical treatment. 1 loyalty point = 1 pence. Account credit may be redeemed against the treatment or product purchase of your choice.
Consultation
The fee for a consultation with any of Coppergate Clinic's Cosmetic Doctors, Nurse Practitioners and Aesthetic Therapists is £30, which is payable upon booking. This fee is redeemable against any subsequent treatment or product purchase of your choice.
Deposit
All non-surgical procedures over £150, including all injectable procedures, require a deposit of £75 upon booking.
Cancellation
If you are unable to attend an appointment for a non-surgical procedure, we require a minimum of 24 hours' notice to allow us to offer this space to other patients on our waiting list. Where less than 24 hours' notice is given, your deposit will be forfeited and payment in full will be required to secure future appointments.
Consultation
The fee for an initial consultation with any of Coppergate Clinic's Consultant Plastic Surgeons (whether virtual or in-person) is £150, which is payable upon booking. Subsequent consultations relating to the same procedure or concern are offered on a complimentary basis.
Deposit
Surgical appointments are confirmed only upon payment of a £500 deposit, with the balance due in full 28 days before your surgery date.
Cancellation
If you are unable to attend an appointment for a surgical procedure, we require a minimum of 28 days' notice to allow us to offer the theatre time to other patients on our waiting list. Where less that 14 days' notice is given, the following charges will be incurred-
Cancellation within 28 days of the surgery date will incur loss of 100% of the deposit.
Cancellation within 14 days of the surgery date will incur a loss of 50% off the full surgery fee.
Cancellation within 48 hours of the surgery date will incur a loss of the full surgery fee.
If you are undergoing surgery, you will have a nicotine test carried in clinic on the day. If this test is positive, it may be necessary to cancel the surgery, incurring a loss of the full surgical fee.
Cancellation must be confirmed through speaking with a member of the Coppergate Clinic team, either in person or over the telephone. Emails, written cancellation or voice messages are not accepted as these may not be received.
Clinic Accessibility
Coppergate Clinic is situated in the historic city of York. The building occupied by the clinic dates to the early 1900's and is nestled between numerous listed buildings, including two with 15th-century origins.
Whilst accessibility is restricted by several architectural factors outside of our control, we are committed to ensuring patient inclusivity and making the clinic environment as accessible as possible to all who wish to visit us.
We have a manual ramp to enable patients using a wheelchair to access the clinic. We also have a large, ground floor bathroom which has been designed to cater for patients using a wheelchair.
Parking
For patients travelling to the clinic by car, we recommend using Q-Park's carpark at The Shambles which is just a few minutes' walk from the clinic. Coppergate Clinic patients are also entitled to a 25% discount at this Q-Park. Please mention having parked at Q-Park, The Shambles to a member of our Front of House team who will be delighted to provide a 25% discount voucher.
It is our aim to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as efficiently, effectively and politely as possible. We take complaints very seriously, we investigate them in a full and fair way and take great care to protect your confidentiality. We learn from complaints to improve our care and service. We will never discriminate against patients who have made a complaint.
If you are not entirely satisfied with any aspect of our care or service please let us know as soon as possible to allow us to address your concerns promptly.
Heather Clayton is our Complaints Manager and will be your personal contact to assist you with any complaints. If your verbal complaint is not resolved to your satisfaction within 24 hours or if you complain in writing, the Complaints Manager will acknowledge it in writing within 3 working days and will aim to provide a full response in writing within 10 working days.
If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a meeting when the person is next available. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible only by those who need to know about your complaint.
If the complaint investigation takes longer than anticipated the Complaints Manager will keep you informed of the reason for the delay, the progress of the investigation and the proposed date it will be completed.
When the investigation has been completed, you will be informed of its outcome in writing and invited to a meeting to discuss the results and any practical solutions that we can offer to you. These solutions could include replacing treatment, refunding fees paid, referring you for specialist treatments or other solutions that meet your needs and resolve the complaint.
We regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions and complaints.
If your Practitioner agrees that the aesthetic outcome of your procedure was not in line with the expected outcome that was discussed and documented during consultation, you will be offered one complimentary episode of aesthetic revision treatment within your Fixed Price. To qualify, you must notify the Clinic of your concerns, in writing, within 12 months of your original procedure date. Regretfully, if you are still unhappy following the further single episode of aesthetic revision treatment, no further treatment will be be offered.
Treatment for clinical complications and aesthetic revisions includes any consultations, out-patient, day-care and in-patient treatment which your Consultant says you need and which the Clinic is able to provide at no additional cost to you. Where we are unable to treat your clinical complications, you agree that appropriate follow-up care may be provided by your GP or the NHS.
Coppergate Clinic has a zero tolerance approach to aggression, abuse, violence, or anti-social behaviour towards our team. All members of the clinic team managing direct relationships with patients (face-to-face, through emails, letters, or telephone calls), are offered training and support to handle aggression, abuse, violence or anti-social behaviour from patients, their relatives or members of the public.
Such behaviour or the use of inappropriate words causing distress and/or constituting harassment will not be tolerated and could lead to the person being removed from the practice list and, in extreme cases, the police will be contacted if an incident is taking place and the individual is posing a threat to staff or other patients.
