Complaints Procedure

Last updated: 18 April 2026.

We take every complaint seriously. Raising a concern will never affect the standard of care you receive from us. This procedure tells you how to complain, how we’ll respond, and how to escalate if you are not satisfied with our response.

Step 1 — Talk to us informally

Most concerns are resolved quickly if we know about them. Please speak to your clinician or any member of the Medipro team as soon as you can. You can also email Info@mediproaesthetics.com or call 0161 711 1741.

Step 2 — Write to us

If your concern isn’t resolved informally, or if you’d prefer to put it in writing from the start, please send your complaint to:

Emmalee Fitton
Medipro Clinics
1 Mossley Road
Oldham, Saddleworth
OL4 4HH
Email: Info@mediproaesthetics.com

Please include your name, contact details, treatment date(s) and a clear description of what went wrong and what you would like us to do.

How we respond

  • Within 3 working days — we will acknowledge your complaint in writing.
  • Within 10 working days — we will provide a full written response. If the matter is complex and needs longer to investigate, we will tell you why, and we will still respond within 20 working days.
  • If we were in the wrong we will apologise, explain what happened, and tell you what we are doing to prevent it happening again.
  • If you asked for a remedy (refund, follow-up treatment, etc.) we will tell you whether we can provide it and why.

Step 3 — Escalation

If you are not satisfied with our response, you can escalate to an independent body:

  • Clinical concerns about a registered nurse — Nursing and Midwifery Council (NMC), nmc.org.uk.
  • Aesthetic practice standards — Joint Council for Cosmetic Practitioners (JCCP), jccp.org.uk, or Save Face, saveface.co.uk, where the practitioner is registered.
  • Data protection or privacy concerns — Information Commissioner’s Office (ICO), ico.org.uk or 0303 123 1113.
  • Advertising or marketing — Advertising Standards Authority (ASA), asa.org.uk.
  • Medicines or medical devices — Medicines and Healthcare products Regulatory Agency (MHRA), mhra.gov.uk.
  • Licensing of cosmetic procedures (once the England licensing regime is in force) — your local authority.

Learning from complaints

We keep a record of every complaint, the investigation and the outcome. We review these periodically to improve how we do things. Records are kept securely and handled in line with our Privacy Notice.

Note: This procedure is a working draft. A final version will be signed off by the clinical lead.