Complaints and feedback

How to contact us

You can give feedback or make a complaint verbally or in writing. Our Complaints Lead is Amy Lamb. Please contact the clinic directly so potentially sensitive information is handled through the appropriate clinical process.

Amy Lamb, Complaints Lead
AL Medical Aesthetics & Wellness
68 Albany Road
Bramhall, Stockport
SK7 1NE

Email: info@almedicalwellness.co.uk
Telephone: 0161 439 9408

Tell us what happened, when it happened, who was involved and what outcome you would like. You may ask someone to contact us on your behalf; we will confirm that we have your consent before sharing confidential information with them.

If you need clinical help now

If your concern involves symptoms or a possible complication following treatment, contact the clinic promptly using the telephone number above so the clinical team can assess what support you need. Call 999 or attend an emergency department if you believe there is an immediate or life-threatening risk.

What happens after a complaint

1. We will acknowledge your complaint within three working days.
2. Amy Lamb will review the issues raised, the relevant records and information from anyone involved.
3. We may contact you to clarify your concerns, discuss the outcome you are seeking or arrange a meeting.
4. We aim to provide a full written response within 20 working days.
5. If the investigation takes longer, we will explain why and provide an update at least every 20 working days.
6. We aim to conclude even complex complaints within three months.

Our response will address the issues you raised, explain what we found and describe any action or learning resulting from the investigation. Where appropriate, this may include an apology and steps to put matters right or reduce the chance of a similar issue happening again.

A fair and confidential review

Complaints are handled respectfully and confidentially. Information is shared only with people who need it to investigate or respond, unless safeguarding, professional or legal duties require otherwise. You will not be treated differently or disadvantaged because you raised a concern.

If a complaint concerns Amy Lamb or requires an independent clinical opinion, we will arrange review by a suitably qualified person who was not involved in the care or the original response.

If you remain dissatisfied

Tell us which parts of the response you remain unhappy with and why. We will consider whether an independent review or clinical opinion is appropriate and explain the next route available for the type of concern you have raised.

• For a concern about non-surgical cosmetic treatment, you can contact Save Face.
• For a serious concern about a nurse's fitness to practise or professional standards, you can raise a concern with the Nursing and Midwifery Council.
• You can give the Care Quality Commission feedback about your care. CQC uses this information when regulating services but does not investigate or resolve individual complaints.

Support and accessible information

Tell us if you need this policy or our response in another format, need communication support, or would like a representative to help you. We will make reasonable arrangements so the complaints process is accessible to you.

Learning from feedback

We record complaints, outcomes and actions taken. We review feedback for themes and use what we learn to improve patient information, training, clinical practice and the way the clinic works.