Complaints Policy
Last updated: September 2026
Oxford Natural is committed to providing high-quality products, customer service and healthcare.
This Complaints Policy applies across the whole business, including both Oxford by Gowing Life Natural and Oxford Natural Longevity & Aesthetics Clinic.
1. Oxford Natural and Oxford Natural Longevity & Aesthetics Clinic
Oxford Natural by Gowing Life is principally used for our dietary and food supplement products, ecommerce services and general customer support.
Oxford Natural Longevity & Aesthetics Clinic is the clinical arm of Oxford Natural and provides our regulated UK healthcare services.
Different legal entities have responsibility for particular activities.
The ecommerce and supplement side of Oxford Natural is operated by:
Gowing Life Limited
Company number: 11774353
Regulated healthcare provided by Oxford Natural Longevity & Aesthetics Clinic is provided through:
Extensa Clinic T/A Oxford Natural Longevity & Aesthetics Clinic Ltd
Company number: 13164942
CQC Provider ID: 1-15631683081
This structure should not affect your ability to make a complaint. You do not need to determine which legal entity is responsible before contacting us.
You can make one complaint to Oxford Natural and we will ensure it is handled by the correct part of our business.
If a complaint involves both an order and clinical care, we will coordinate the investigation across the relevant teams wherever appropriate.
2. What You Can Complain About
You can complain about any part of your experience with Oxford Natural or Oxford Natural Longevity & Aesthetics Clinic.
This may include supplements, orders, delivery, subscriptions, payments, refunds, customer service, website information, clinical assessments, consultations, prescribing, treatment, patient communication or another aspect of the services we provide.
Making a complaint will not adversely affect any healthcare or treatment you receive.
3. How to Make a Complaint
Complaints may be made verbally or in writing.
Written complaints can be sent to:
Where possible, please include “Complaint” in the subject line.
If you raise a complaint verbally and it requires formal investigation, we may record the complaint in writing and confirm our understanding of the matter with you.
You do not need to use a particular form or know whether your complaint relates to Gowing Life Limited or the clinical provider.
We will direct it to the correct team.
4. Information That Helps Us
It may help us investigate your complaint if you provide your name, contact details, order or patient reference where applicable, relevant dates, an explanation of what happened, previous correspondence and what you would like us to do.
Relevant photographs or supporting documents may also be useful.
You should not delay raising an urgent or serious concern simply because you do not have all of this information.
5. Complaints on Behalf of Another Person
You may complain on behalf of another person.
Where a complaint involves personal, confidential or medical information, we may require consent or evidence that you have authority to act for that person before information can be disclosed.
Different rules may apply where parental responsibility, capacity, advocacy or safeguarding is involved.
6. Accessibility
We want our complaints process to be accessible.
If you need help making a complaint, information in a different format or another reasonable adjustment, please tell us.
Anonymous concerns will be considered where reasonably possible, although anonymity may restrict our ability to investigate or respond.
7. Retail and Supplement Complaints
Complaints involving dietary or food supplements, orders, deliveries, damaged goods, subscriptions, charges, refunds or general customer service will normally be dealt with by the Oxford Natural ecommerce and customer-service team.
Where appropriate, remedies may include an explanation, replacement, refund or another resolution depending on the circumstances and your statutory rights.
8. Oxford Natural Longevity & Aesthetics Clinic Complaints
Clinical complaints involving Oxford Natural Longevity & Aesthetics Clinic may relate to consultations, clinical assessment, prescribing, decisions regarding treatment, treatment monitoring, patient safety, confidentiality, clinical records or communication with healthcare professionals.
Oxford Natural Longevity & Aesthetics Clinic is the clinical arm of the Oxford Natural business.
For regulatory purposes, its clinical services are provided through:
Extensa Clinic T/A Oxford Natural Longevity & Aesthetics Clinic Ltd
CQC Provider ID: 1-15631683081
Clinical complaints will be reviewed by individuals with appropriate authority and knowledge.
Where reasonably appropriate, someone who was not directly responsible for the matter complained about will participate in the review.
9. Dispensing and Pharmacy Complaints
A separate registered pharmacy may be responsible for dispensing prescription medication supplied following treatment through Oxford Natural Longevity & Aesthetics Clinic.
Where a complaint concerns dispensing, labelling, pharmacy packaging or another matter for which the dispensing pharmacy is responsible, we may need to involve that pharmacy.
Where appropriate and lawful, Oxford Natural Longevity & Aesthetics Clinic may assist you, refer the matter to the relevant provider, cooperate with an investigation or investigate the elements for which Oxford Natural Longevity & Aesthetics Clinic is responsible.
We will aim to make this process as straightforward as possible rather than requiring you to determine responsibility yourself.
10. Acknowledging Your Complaint
We aim to acknowledge formal complaints within 2 working days.
Our acknowledgement may confirm who is dealing with your complaint, whether additional information is needed and what will happen next.
11. Investigation
Complaints are taken seriously and will be investigated fairly and proportionately.
Depending on the issue, we may review correspondence, order records, delivery information, clinical records, consultation information, prescribing records, product information and relevant internal procedures.
We may speak with staff, healthcare professionals, pharmacies, fulfilment providers or other organisations where this is reasonably necessary.
Confidential information will only be accessed where there is an appropriate reason for doing so.
12. Response Times
We aim to provide a substantive response or resolution within 10 working days where reasonably possible.
Complex clinical, regulatory, product-safety or multi-provider complaints may take longer.
Where this happens, we will keep you informed and explain why further investigation is required.
13. Our Response
Our response will normally explain what we considered, the outcome of our investigation and any action we propose to take.
Where we identify a failure, appropriate action may include an apology, explanation, correction, replacement, refund, review of treatment, staff training, process improvements or another proportionate remedy.
14. Patient Safety and Duty of Candour
Patient-safety concerns involving Oxford Natural Longevity & Aesthetics Clinic are treated particularly seriously.
Where circumstances engage statutory Duty of Candour requirements or another healthcare regulatory obligation, the clinical provider will act in accordance with the applicable requirements.
Where appropriate, concerns may also be reported to another healthcare professional, regulator, safeguarding authority or public body.
15. Medical Emergencies and Adverse Reactions
The complaints email address is not an emergency medical service.
If you believe you are experiencing a medical emergency, call 999.
For urgent medical advice in the UK where the situation is not an emergency, contact NHS 111.
If you believe you are experiencing an adverse reaction to medication or a supplement, seek appropriate medical or pharmacy advice.
Suspected adverse reactions to medicines may also be reported through the MHRA Yellow Card scheme.
16. Product-Safety Complaints
Where a complaint concerns a damaged, defective, contaminated, incorrectly supplied or potentially unsafe product, please retain the product and packaging where possible.
Relevant batch numbers, expiry or best-before dates, photographs and delivery packaging may help us investigate.
Do not continue using a product where you reasonably believe doing so may be unsafe.
17. Internal Review
If you remain dissatisfied with our response, tell us that you would like the complaint reviewed.
You can reply to the existing correspondence or contact:
Where reasonably possible, an internal review will involve a senior person who was not responsible for the original decision.
18. External Escalation for Clinical Care
Oxford Natural Longevity & Aesthetics Clinic's regulated healthcare services are provided by:
Extensa Clinic T/A Oxford Natural Longevity & Aesthetics Clinic Ltd
CQC Provider ID: 1-15631683081
The Care Quality Commission (CQC) is the independent regulator of health and social care in England.
You may provide information to the CQC about your experience of care.
The CQC does not ordinarily resolve individual complaints on behalf of patients, but information provided to it may be used as part of its regulatory work.
Depending on the circumstances, another professional regulator or complaints body may also be relevant.
Where appropriate, our final response will explain any external escalation route that applies to your complaint.
19. Confidentiality
Complaints are handled confidentially.
Information will only be made available to people who reasonably require access in order to investigate, respond to or learn from the complaint, or where disclosure is otherwise legally required or permitted.
Clinical complaints may form part of the patient's clinical record where appropriate.
Please see our Privacy Policy for further information.
20. No Detriment for Complaining
You will not be treated unfairly or disadvantaged because you make a complaint.
In particular, a complaint will not adversely affect the clinical care or treatment offered to you through Oxford Natural Longevity & Aesthetics Clinic.
21. Learning From Complaints
Oxford Natural records and reviews complaints where appropriate to identify recurring issues, patient-safety concerns, product-quality concerns, service problems, training requirements and opportunities to improve.
Where an investigation identifies an issue, we will consider proportionate steps to reduce the risk of recurrence.
22. Consumer Rights
Nothing in this Complaints Policy limits your statutory rights.
This policy should be read together with our Terms & Conditions, Privacy Policy and applicable delivery, cancellation and returns policies.
23. Contact Us
You can use the same contact route for complaints concerning either Oxford Natural or Oxford Natural Longevity & Aesthetics Clinic:
Oxford Natural
Gowing Life Limited
Ivy Business Centre
Crown Street
Failsworth
Manchester
M35 9BG
United Kingdom
Email: orders@oxford-natural.com
Clinical complaints will be routed to:
Oxford Natural Longevity & Aesthetics Clinic
Regulated provider: Extensa Clinic T/A Oxford Natural Longevity & Aesthetics Clinic Ltd
CQC Provider ID: 1-15631683081