Complaints Officer: Ms Sanaa Noor
Complaints Correspondence Email: complaints@drnooraesthetics.co.uk
In Writing: Complaints Officer, Dr Noor Aesthetics, 103-105 Churchfield Road, Acton, London, W3 6AH
At Dr Noor Aesthetics, we are committed to providing a safe, compassionate, and high-quality experience for every client. While we strive for excellence, we also welcome feedback — including complaints — as a valuable opportunity to learn and improve our service.
If you have a concern or are unhappy with any aspect of your care, we have a clear and transparent complaints policy to support you. We will always take your concerns seriously and respond with fairness, professionalism, and care.
Please submit your complaint in writing (via email or post) to our Clinic Manager, who acts as the designated Complaints Officer. If possible, include the following details to help us understand and investigate your concern effectively:
Whether your complaint relates to service, clinical care, or something else
Names or roles of any staff involved (if known)
Date and location of the incident or concern
Any action you’ve already taken
The outcome you would like from your complaint
Any supporting documentation (e.g., photos)
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You’ll receive a written acknowledgement within 3 working days of us receiving your complaint.
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Complaints should be made within 6 months of the issue or treatment date. If your concern only became apparent later, we may consider this on a case-by-case basis.
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A preliminary review will determine whether your complaint meets the threshold for formal investigation. If not, we will inform you within 7 working days that no further action will be taken.
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If your complaint does require formal investigation, it will be assigned to a manager who was not involved in your care. Statements may be taken from staff involved, and expert opinions sought (e.g., from our Clinical Director or product manufacturers).
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If the complaint relates to clinical/treatment care, it will be reviewed by our Clinical Lead or an independent medical advisor if necessary.
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A full written response will be provided within 28 working days of your complaint being acknowledged. If more time is needed, we’ll keep you informed and set a revised timeline.
If your complaint met the threshold for investigation and you are not satisfied with the outcome, you may submit an appeal within 10 working days of receiving our response. Your appeal should outline which parts of the outcome you wish to contest and include any additional information or evidence.
This appeal will be reviewed independently by a senior team member who has not previously been involved in handling your complaint.
If you remain dissatisfied after this stage, you may seek further advice or guidance from independent bodies such as:
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Healthwatch England: https://www.healthwatch.co.uk/help-make-complaint
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Citizen’s Advice: www.citizensadvice.org.uk
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A medical legal advisor for formal dispute resolution
All complaints are logged securely and thoroughly, with full details of the investigation and outcome documented by the clinic manager.
At Dr Noor Aesthetics, we maintain a clear and transparent record of any complaints, including relevant correspondence such as emails, letters, and phone calls—where possible, these are time and date stamped.
Any steps taken to improve our service as a result of the complaint will also be clearly documented.
Our approach to complaints is not about assigning blame. Instead, we aim to investigate concerns fairly and transparently, with the goal of resolving the issue and learning from the experience.
We are committed to using complaints as an opportunity to reflect, grow, and enhance the care we provide. Any recommendations or changes identified during the investigation will be actioned to support continuous improvement in delivering a safe, compassionate, and responsive service.
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