COMPLAINTS POLICY

Manchester Medical Aesthetics – Complaints Policy

At Manchester Medical Aesthetics, we are committed to providing safe, professional, and high-quality care to all patients. However, we recognise that occasionally things may not meet expectations. We take all concerns seriously and use feedback to improve our services.

Our Commitment

We aim to:

  • Handle complaints promptly, fairly and confidentially

  • Treat all patients with respect and understanding

  • Investigate concerns thoroughly and transparently

  • Learn from feedback to continuously improve patient care

How to Make a Complaint

If you are unhappy with any aspect of your care or experience, please contact us as soon as possible:

Where possible, please include:

  • Your full name and contact details

  • A clear description of your concern

  • Relevant dates and details of treatment

We encourage patients to raise concerns within 6 months of the issue occurring.

What Happens Next

1. Acknowledgement

We will acknowledge your complaint within 3 working days.

2. Investigation

A full and impartial investigation will be carried out. This may include reviewing medical records and speaking with those involved.

3. Response

We aim to provide a full written response within 10–20 working days. If further time is required, we will keep you informed.

Outcomes

Following investigation, we will:

  • Provide a clear explanation of what happened

  • Offer an apology where appropriate

  • Outline any actions taken to prevent recurrence

Escalation

If you are not satisfied with our response, you may escalate your complaint to:

  • The Nursing and Midwifery Council (NMC) – if your complaint relates to professional conduct

  • The Information Commissioner’s Office (ICO) – for data protection concerns

We will provide guidance on this if required.

Confidentiality

All complaints are handled in line with data protection regulations and patient confidentiality standards.

Continuous Improvement

Complaints are reviewed regularly to improve our clinical practice, safety standards, and patient experience.