The rating I have given is for Michelle at the Soho clinic. I would give every other technician at this branch 5 stars - but not Michelle. Here is why: For ‘standard bikini’ laser, the technician should mark you with white pencil 'guidelines' before the session to agree the exact hair to be lasered. A ‘standard bikini’ means clearing the hair outside the briefs only. In my particular case, the Soho branch technician Michelle did not mark me with white pencil or even ask how far in I wished to be lasered (I usually only have laser on hair 1cm outside my brief line as it was really important to me to retain the full covering/triangle of hair). When the treatment started, Michelle suddenly asked me to hold my knickers in - assuring me that she would not laser hair from the triangle – then proceeded to do precisely that. This resulted in hair I did not wish to be removed within my knickers being lasered WITHOUT MY CONSENT. At the top of the triangle, she lasered 1 INCH further in than I wanted - removing hair from the triangle. No other technician has ever removed hair from the triangle area during ‘standard bikini’. (My experience with all the other Soho technicians such as Maria has been excellent - Maria is outstanding and always carefully marked me with white pencil prior to treatment. Maria genuinely focuses on giving her customer the best treatment rather than mucking about on social media...). Going back to Michelle: she lasered me too far in and did not apply gel post treatment either. She also lasered further in on one side than the other – so the remaining hair is not symmetrical. She should never have brought the laser near me without marking me with white pencil first to agree the treatment area - utterly clumsy with the laser, sloppy and negligent. I followed the 'Complaints Procedure'. My first complaint was ignored. When I followed up, it was simply forwarded on to the Soho branch manager. Head Office should have investigated, disciplined the technician and ensured this never happened again. Indeed, since my incident, another customer of the Soho branch has posted a review about not being marked up correctly (July 2025). Michelle had a duty of care to provide a treatment personalised to MY preferences, but absolutely butchered my bikini line into a shape I never wanted. How dare she do that to me without my consent. She is a real know-it-all who did not follow correct procedures. I am not happy.