If you are worried about your treatment
If you think you are having a reaction or a problem after a treatment, contact me straight away on 07824 367575 or on WhatsApp, so I can advise you and see you if needed. You don’t need to make a formal complaint first.
If it is an emergency, call 999 or go to your nearest A&E. For urgent advice when you cannot reach me, call NHS 111.
How to raise a concern
You can tell me in whichever way suits you:
- Email: info@aestheticsbyhayley.co.uk
- Phone or WhatsApp: 07824 367575
- Post: Aesthetics by Hayley (Located within Minsony), 260 Pentonville Road, London N1 9JY
It helps if you include:
- your name and the phone number or email you booked with
- the date of your appointment and the treatment you had
- what went wrong, in your own words
- photos, if they help explain the problem
- what you would like me to do to put it right
You do not need to use any special form or wording. Just tell me what happened.
What happens next
I will acknowledge your complaint within 2 working days. I run the clinic myself, so I will deal with it personally.
If your concern is about a treatment, I may invite you to come in so I can see the area and talk it through with you face to face. There is no charge for this.
I will look at your notes, your consent form and anything you send me, and give you a full written response within 20 working days. If it will take longer, for example because I am waiting for information, I will tell you why and when to expect my reply.
My response will explain what I found and what I can offer. Depending on what happened, that might be an apology, a review appointment, further treatment or another resolution.
Your privacy
Your complaint is handled confidentially. I keep a record of it and my response with your client notes, and I only share it where I need to, for example with a medical professional involved in your care, or with my insurer if a claim is involved. How I look after your information is explained in my privacy notice.
Raising a concern will never affect the care you receive from me.