Complaints and Feedback

We want every patient to feel safe, listened to and well cared for. If something has not met your expectations, we would like to hear about it so we can put it right and learn from it. Raising a concern will never affect the care you receive from us.

If you have a concern about your treatment

If you are worried about how you are healing or reacting after a treatment, please contact us straight away on 028 7051 2101 so a member of our medical team can advise you. In an emergency, call 999 or attend your nearest emergency department.

How to make a complaint

You can raise a concern in person at either clinic, by phone, or in writing:

• Email: contact@aaesthetics.net
• Phone: 028 7051 2101
• Post: Complaints, A Aesthetics, 6–8 Dunmore Street, Coleraine, BT52 1EL

Please include your name, contact details, the date of your appointment, the clinic you attended and a summary of your concern. It helps to raise concerns as soon as possible, ideally within 6 months of the event. Someone else may complain on your behalf with your written consent.

What happens next

• We will acknowledge your complaint within 2 working days.
• Your complaint will be looked into by the clinic’s Registered Manager, who may contact you to understand your concerns fully and may offer a review appointment.
• We aim to send you a full written response within 20 working days. If it takes longer, we will explain why and keep you updated.
• Our response will explain what we found, apologise where things have gone wrong, and set out any action we are taking.

If you are not satisfied with our response

Please tell us, and we will review your complaint again. If you remain unhappy, you can seek independent advice and support:

• The Patient and Client Council offers free, independent advice and support with complaints about health and social care in Northern Ireland: 0800 917 0222, pcc-ni.net.
• The Northern Ireland Public Services Ombudsman (NIPSO) may be able to consider some unresolved complaints about health care in Northern Ireland. Contact NIPSO to check whether your complaint is one it can look at: nipso.org.uk.
• The Regulation and Quality Improvement Authority (RQIA) regulates our clinics. RQIA welcomes information about the quality of care and uses it to inform its inspections: rqia.org.uk.
• Concerns about an individual doctor can be raised with the General Medical Council, and about an individual nurse with the Nursing and Midwifery Council.
• Concerns about how we use your personal information can be raised with the Information Commissioner’s Office.

Compliments and feedback

We also love to hear when things have gone well. You can share feedback with any member of our team or email contact@aaesthetics.net.