Complaints and concerns

Please don’t wait for a complaint to be answered. Contact us on 07919 033635. If it’s urgent, call NHS 111, or 999 in an emergency. Our aftercare pages list the warning signs to look out for.

If something isn’t right, whether it’s your treatment, your booking or how you were treated, please tell us. Your complaint is handled by Adrianne Hunt, trading as House of Rose Aesthetics. Most things can be put right quickly. Email [[ASK: email]], send us a message, or write to us at 238 Ilchester Crescent, Bristol BS13 7HT. It helps to include your name, the date of your appointment, what happened and what you would like us to do.

We will acknowledge your complaint within [[ASK: e.g. 3]] working days and send you a full response within [[ASK: e.g. 20]] working days. If we need longer, we will tell you why and when to expect our reply. We will be open with you about what happened, apologise where something has gone wrong, and explain what we will do to put it right. Raising a concern will never affect the care you receive from us.

If a treatment has caused harm or a complication, we will tell you openly, explain what happened and what can be done, and help you get the care you need, including from your GP or NHS services where that is right for you.

You can report a suspected side effect, or a problem with a product such as a filler, to the MHRA through the Yellow Card scheme. You don’t need our permission, and we will help if you’d like us to.

If your complaint is about how we use your personal information, we will acknowledge it within 30 days and respond without undue delay. If you’re not satisfied with our response, you can complain to the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113.