Complaints procedure
If something has gone wrong, or you are simply unhappy, this is how to raise it and what happens after you do.
Please tell us first
Speak to Annie directly, in person, or by phone on 07359 836026. Most concerns after treatment are settling swelling, asymmetry that resolves, or an expectation that was not set clearly enough, and all three are best sorted out quickly and in the room.
If your concern is clinical and urgent, do not wait to write. Call or message us straight away, and if you cannot reach us, call NHS 111, or 999 in an emergency.
Making a formal complaint
Put it in writing by post to Nurse Annie Aesthetic Clinic Ltd, 17-19 St George's Street, Norwich, NR3 1AB. Include what happened, when, and what you would like to see done about it.
What happens next
- Within 3 working days you receive an acknowledgement.
- Within 20 working days you receive a full written response. If the matter needs longer, you are told why and given a new date.
- You are offered a meeting or a call if you would like one.
- The complaint, the investigation and the outcome are recorded, and where something needs to change in how the clinic operates, it changes.
If you are still not satisfied
- Professional regulator. Annie is a registered nurse, regulated by the Nursing and Midwifery Council (nmc.org.uk).
- Our indemnity insurer. Details provided on request.
- Citizens Advice or Trading Standards for consumer matters.
Raising a complaint will never affect the standard of care you receive, and you are welcome back afterwards.