Complaints procedure

If you are worried about your health after a treatment

Please contact Marie straight away on 07942 484 834 or at hello@lumenbymarie.co.uk. If symptoms are severe or getting worse quickly, or you have any changes to your vision, call 999 or go to your nearest emergency department. For urgent advice, call NHS 111.

How to make a complaint

You can raise a concern by phone, in writing to 26 Beeches Walk, Sutton Coldfield, B73 6HN, or in person. It helps to include:

• Your name and how to contact you
• The date of your appointment and the treatment
• What happened, and what you would like us to do

Please contact us as soon as possible, ideally within 6 months of the event, or of becoming aware of it.

What happens next

• We will acknowledge your complaint within 3 working days.
• Marie will look into it carefully and may ask to talk it through with you.
• We aim to give you a full written response within 20 working days. If it will take longer, we will tell you why and keep you updated.

If you are not satisfied

• Concerns about a nurse’s professional practice can be raised with the Nursing and Midwifery Council (NMC) at nmc.org.uk.
• Marie is registered with the Joint Council for Cosmetic Practitioners (JCCP), which has its own complaints process at jccp.org.uk.
• For advice about your consumer rights, contact the Citizens Advice consumer helpline on 0808 223 1133.

Confidentiality

Complaints are handled in confidence and kept separately from your treatment record. Our privacy policy explains how we look after your information.