Complaints
If something has gone wrong
Nobody wants to read this page, and every clinic should have one. Here is exactly how a concern is handled here, and who you can go to independently if you are not happy with my answer.
If this is a medical concern, do not wait for a complaint process.
Ring me on 07721 823933. Severe or increasing pain, blanching or white patches, skin turning dusky or mottled, or any change in vision after treatment needs assessing immediately. If you cannot reach me, contact NHS 111 or attend your nearest emergency department.
Tell me first
Ring 07721 823933 or email charis-aesthetics25@gmail.com. Most concerns are resolved fastest by talking to me directly, and I would far rather hear from you early than find out months later. You will not be charged for a review appointment to look at a concern.
Acknowledgement within two working days
You will get a response within two working days confirming I have received your concern and what happens next. If I need to look into something before replying properly, I will tell you that rather than going quiet.
A full response within 20 working days
That includes what I found, what I think went wrong if anything did, what I am going to do about it, and what I have changed so it does not happen again. If a complication needs clinical care, that is arranged straight away rather than waiting for the complaint process.
If you are not satisfied
You can escalate independently. You do not need my permission to do so and it will not affect any ongoing care.
Escalating independently
Who you can go to
- Nursing & Midwifery Council
The regulator I am registered with. They handle concerns about a nurse's fitness to practise, and you can raise one without going through me first.
- Joint Council for Cosmetic Practitioners
The sector body for non-surgical cosmetic practitioners, with guidance for patients on raising concerns.
- Your local authority
Rossendale Borough Council handles premises and licensing matters, and will be the licensing authority under the coming England scheme.
- Citizens Advice
For consumer rights questions about the service or the money paid for it.
As a registered nurse I have a professional duty of candour: an obligation to tell you when something has gone wrong, apologise, and put it right — not to hope you do not notice. See also our safety and standards page.
Get in touch
Book a consultation
Consultations are £30, and that comes off the cost of your treatment if you go ahead. No pressure to book anything on the day — if you are not sure whether you want treatment at all, that is still a good reason to come and talk.