Nurse Rachel Aesthetics Complaint Policy

Complaints Policy
Effective Date: 14 July 2026
Review Date: 14 July 2027
1. Purpose
At Nurse Rachel Aesthetics, I am committed to providing safe, professional and high-quality care. If you are unhappy with any aspect of the service you have received, I encourage you to let me know so that I have the opportunity to investigate your concerns and, where appropriate, put things right.
All complaints are treated seriously, fairly and confidentially and are used to help improve the services I provide.2. Scope
This policy applies to all services provided by Nurse Rachel Aesthetics and covers concerns relating to:
* Clinical care
* Professional conduct
* Appointments
* Facilities or environment
Please note that while every effort is made to achieve the best possible outcome, aesthetic treatments cannot guarantee specific results. Individual responses to treatment vary and this is discussed during the consultation and consent
process.
3. My Commitment is to:
* Treat every complaint respectfully and without prejudice.
* Aim to acknowledge complaints within 3 working days.
* Investigate concerns thoroughly and impartially.
* Provide a written response within 20 working days, wherever possible.
* Keep you informed if additional time is required.
* Use feedback to continually improve my service.
Making a complaint will never affect the standard of care you receive.4. How to Make a Complaint
If possible, I encourage you to raise any concerns as soon as they arise, as many issues can be resolved quickly through open discussion. You can contact me by Email [email protected] Post: Nurse Rachel Aesthetics 2 Poppy Fields CloseMatlockDE4 3FP
Please include your name, contact details and a clear description of your concerns.5. What Happens Next?
You will normally receive an acknowledgement within 3 working days. I will use aim to provide a written response within 30 working days. Where the investigation is more complex, this may take longer, and I will keep you informed of progress. Where appropriate, I will explain any actions taken to resolve the matter or improve future practice.6. If You Remain Dissatisfied
If you remain unhappy after receiving my response, you may seek independent advice or contact the relevant professional or regulatory organisation where appropriate.If your concern relates to my professional conduct as a registered nurse, you may contact the Nursing and Midwifery Council (NMC).My clinic is accredited by JCCP, you may also contact this organisation regarding concerns within their remit.7. Confidentiality
All complaints are handled confidentially and in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.Information relating to a complaint will only be shared with individuals directly involved in investigating and resolving the matter.8. Policy Review
This policy is reviewed annually, or sooner if legislation, professional guidance or clinic procedures change.