Complaints Procedure

Stage 1 — Talk to us directly

Most concerns are resolved fastest through a direct conversation. Contact Dr Niru by:

• Email: hello@theazimclinic.co.uk
• Phone or WhatsApp: 07413 812 129
• In writing: Azim Aesthetics, Sunset Lodge, Woodchurch Road, Appledore, Kent TN26 2BJ

We acknowledge concerns promptly and tell you who is handling them, what information is needed and when to expect a substantive response. The clinic's complaints procedure, recording process and response arrangements are operational.

Stage 2 — Formal written complaint

If you are not satisfied with the Stage 1 response, please put your complaint in writing to the email or postal address above. Mark it “Formal Complaint” and include:

• Your name and contact details
• Date(s) of treatment or contact
• A clear description of what happened and why you are unhappy
• What outcome you would like

We will acknowledge a formal complaint, investigate it fairly and provide a written response or progress update within the timeframe stated in the patient complaints policy. Complaints will be recorded, reviewed and used to improve the service.

Stage 3 — External escalation

If we cannot resolve your complaint to your satisfaction, you have the right to use an external route appropriate to the subject of the complaint:

Confidentiality

Complaints are handled confidentially, with information shared only where needed to investigate, respond, protect safety or meet a legal obligation. Making a complaint will not reduce the standard of care you receive.