Complaints Policy

At Amber Grove Aesthetics, your safety, wellbeing, and satisfaction matter deeply to us. We hope you’ll always be delighted with your experience — but if something isn’t right, we want to hear about it. We treat every concern seriously, handle it with care and discretion, and use feedback to keep improving.

How to raise a concern

If you’re unhappy with any aspect of your treatment or experience, please get in touch as soon as possible. The sooner we know, the sooner we can help. You can contact us:

• By email: [your email]
• By phone: [your number]
• In writing: [your clinic address]

Please include your name, contact details, the date of your treatment, and a description of your concern so we can look into it thoroughly.

What happens next

• Acknowledgement: We will acknowledge your complaint within [e.g. 3 working days] of receiving it.
• Investigation: We will look into your concern carefully and fairly, reviewing your records and the circumstances. We may invite you to discuss it with us directly.
• Response: We aim to provide a full response within [e.g. 20 working days]. If we need longer, we’ll let you know and keep you updated.
• Resolution: We’ll explain our findings, what we’ve done or will do to put things right, and any lessons we’ve taken on board.

If you’re still not satisfied

We genuinely hope to resolve any concern directly with you. If you remain unhappy after we’ve responded, you may escalate the matter to the relevant professional or regulatory body:

• Nursing & Midwifery Council (NMC) — the regulator for registered nurses, at nmc.org.uk.
• [If you are registered with the JCCP (Joint Council for Cosmetic Practitioners) or a member of an association such as BACN, name them here as an avenue for concerns.]
• Save Face or other accredited register, if applicable. [Include if relevant.]

Our promise

You will never be treated unfairly or differently for raising a concern. We see complaints as an opportunity to learn and improve, and we’re committed to handling every one with honesty, professionalism, and genuine care.

← Back to home