Complaints Procedure

Complaints & Feedback

At Fallon Aesthetics, we are committed to providing safe, high‑quality care. We welcome all feedback, including concerns or complaints, as it helps us learn, improve and maintain the standards expected by the Care Quality Commission (CQC) and the Nursing & Midwifery Council (NMC).

Your comfort, safety and experience matter, and we take every concern seriously.

How to Raise a Concern or Make a Complaint

If you are unhappy with any aspect of your care, please let us know as soon as possible. You can raise a concern:

• In person
• By email
• By telephone

We encourage you to speak openly and honestly. You will never be treated differently for raising a complaint.

Our Commitment to You

When you make a complaint, we will:

• Acknowledge your complaint promptly and within 7 days
• Treat you with respect, fairness and without judgement
• Investigate your concerns thoroughly and objectively
• Provide a clear, timely response
• Explain any actions taken as a result of your complaint
• Keep your information confidential and secure

This approach reflects our professional duty of candour and our responsibilities under CQC and NMC standards.

What Happens Next

Once we receive your complaint:

1. We will acknowledge it within a reasonable timeframe
2. We will review all relevant information, records and discussions
3. We may contact you for further details if needed
4. We will provide a written response outlining our findings and any actions taken

If the issue can be resolved quickly, we will always aim to do so.

If You Are Not Satisfied

If you feel your complaint has not been resolved, you can request a further review.
You also have the right to share feedback directly with the Care Quality Commission (CQC).

Please note that the CQC does not resolve individual complaints but welcomes information about services.

Your Rights

• You can make a complaint at any time
• You can withdraw a complaint if you change your mind
• You can have someone support you or act on your behalf
• Your care will never be affected by raising a concern

Our Promise

We are committed to learning from every complaint to improve our service, strengthen patient safety and uphold the professional standards set by the CQC and NMC.