Complaints Procedure

How to raise a concern

In the first instance, please contact Natalie Wilson directly. Most concerns can be resolved quickly with a conversation.

• Email: natalie@theflamingoclinic.com
• Telephone: 07719 602118
• By post: 50 Hawkins Crescent, Shoreham-by-Sea, BN43 6TP

Please include your name, contact details, the date of your appointment or order, and a description of what happened. If you are complaining on behalf of someone else, we will need their written consent.

Our response times

• We acknowledge every complaint in writing within 3 working days.
• We aim to provide a full written response within 20 working days.
• If an investigation needs longer, we will explain why and give you a revised date, keeping you updated at least every 20 working days.

How we investigate

Natalie will review your clinical records, treatment notes and any correspondence, and may invite you to a consultation or telephone call to discuss your concerns in person. Our response will explain what we found, any action we are taking, and what we have changed as a result.

If you remain unhappy

If you are not satisfied with our response, you may escalate your complaint to:

• The Nursing and Midwifery Council (NMC) — the regulator for registered nurses in the UK, for concerns about professional conduct.
• Save Face or another relevant accredited register, where the clinic is a member.
• Citizens Advice or Trading Standards, for concerns relating to goods, products or consumer rights.
• The Information Commissioner's Office (ICO) — for concerns about how we handle your personal data.

Confidentiality

All complaints are handled confidentially and recorded separately from your clinical records. Making a complaint will never affect the standard of care you receive.