Complaints Policy

The Medical Aesthetics

Our Commitment

At The Medical Aesthetics, patient safety, professional standards and high-quality care are central to everything I do.

As an NMC-registered nurse practitioner, I am committed to listening to patient feedback and addressing any concerns openly, fairly, respectfully and professionally.

I understand that patients may occasionally have concerns about their treatment experience, results or aftercare. Every complaint will be taken seriously and considered on its individual circumstances.

How to Raise a Concern or Complaint

If you have any concerns about your treatment or experience, I encourage you to contact me as soon as possible so that I have the opportunity to understand and address them.

Concerns can initially be raised during an appointment or through direct communication.

If you wish to make a formal complaint, please email:

nadine.aesthetics@gmail.com

Where possible, please include:

• Your full name and contact details.

• The date and type of treatment received.

• A description of your concerns.

• Any relevant photographs or supporting information, if available.

• The outcome you are seeking, if you wish to specify one.

You may still raise a complaint if you are unable to provide all of this information.

How Your Complaint Will Be Handled

1. Acknowledgement

I aim to acknowledge formal written complaints within 5 working days of receipt.

2. Review and Investigation

I will carefully review the concerns raised alongside any relevant available information, which may include consultation records, medical history, consent documentation, treatment notes, photographs, aftercare advice and correspondence.

Where appropriate, I may seek guidance from my professional indemnity provider or other relevant professional advisers.

3. Written Response

I aim to provide a written response within 28 working days of receiving your formal complaint.

This will explain the matters reviewed, my findings and any proposed next steps, where appropriate.

If additional time is required, I will explain the reason for the delay and provide an updated anticipated response date.

Treatment Concerns and Follow-Up Appointments

Where a concern relates to the outcome of an aesthetic treatment, a follow-up assessment may be recommended where clinically appropriate.

Some treatments require time for swelling to subside and the treated area to settle before the outcome can be reliably assessed. The appropriate timing of a review will depend on the treatment and individual circumstances.

Any decision regarding additional treatment will be based on clinical assessment, patient safety and professional judgment.

If you experience severe pain, changes in vision, unusual skin discolouration or other concerning symptoms following an injectable treatment, please seek urgent medical advice rather than waiting for a routine review or complaint response.

Confidentiality and Data Protection

All complaints will be handled sensitively and confidentially in accordance with applicable data protection legislation.

Relevant information may be shared with professional indemnity providers or appropriate professional advisers where there is a lawful basis to do so.

Requests for access to personal data will be handled separately under applicable data protection legislation and will not be dependent on the outcome of a complaint.

If You Remain Dissatisfied

If you are unhappy with the response to your complaint, you are welcome to explain which concerns remain unresolved and provide any additional relevant information.

I will consider whether further clarification or review is appropriate.

You may also seek independent advice or contact an appropriate external organisation, depending on the nature of your concern.

For concerns relating to a registered nurse's fitness to practise, information is available from the Nursing and Midwifery Council (NMC) at www.nmc.org.uk.

For concerns relating to personal data, information is available from the Information Commissioner's Office (ICO) at www.ico.org.uk.

Our Approach

Raising a concern or complaint will not affect your right to be treated fairly and respectfully.

My aim is to maintain open communication, respond to concerns professionally and use feedback to support ongoing improvements in patient care.

The Medical Aesthetics
Complaints email: nadine.aesthetics@gmail.com
Policy effective from: February 2026
Last reviewed: 1 September 2026