If it feels urgent
For breathing difficulty, tongue or throat swelling, collapse, sudden weakness or speech difficulty, call 999. A new change in vision after facial injections also needs emergency help. Do not wait for a message to be answered.
For unusual or increasing pain, pale skin or a dusky, mottled colour after filler or hyaluronic acid injections, call 01625 725 737 immediately. If you cannot reach us, seek urgent medical care. Other urgent concerns can be discussed with NHS 111. See Safety & aftercare.
Tell us what has changed
When you contact us, tell us which treatment you had, when you had it, what you have noticed and whether it is getting worse. A clear description helps us understand how urgently you need to be seen. A photograph may help, but it cannot replace an examination when one is needed.
Dr Alex will assess the concern and explain the next steps. These may include a review, treatment or a referral for further care.
An unexpected result deserves a conversation
A result can take time to settle, and sometimes it does not match what you hoped for. Tell Dr Alex what is bothering you. He will look at the result with you and explain what can reasonably be done.
An extra procedure is not always the best answer. The aim is to understand the problem and agree a sensible next step.
We are here to help
If you are worried about a complication, please contact us straight away. You do not need to wait for a routine review appointment. Dr Alex will assess what is happening and explain the next steps with you.
If you want to make a complaint
Please email contact@sonuclinic.com, write to SONÜ at 34 Hale Road, Hale, Altrincham, WA14 2EX, or call 01625 725 737. Tell us what happened, the appointment date and what you would like us to look into. If writing is difficult, you can start by speaking to us.
We follow the British College of Aesthetic Medicine (BCAM) complaints procedure. We will acknowledge your complaint in writing within three working days and agree a timescale for our full response. We will take your concerns seriously and investigate them fairly. Making a complaint will not affect your care.
If something has gone wrong, we will acknowledge it, apologise and explain what we can do to put it right and prevent it happening again. If you remain unhappy with our response, tell us which points are unresolved so we can review them.
Please raise your complaint within 12 months of the incident, or within 12 months of becoming aware of it. If you are complaining on someone else's behalf, we need their consent before we can investigate and respond. Complaint records are kept separately from clinical records and handled confidentially.
If your concerns remain unresolved
Once our internal complaints process is complete, you can ask us to refer your complaint to the BCAM Appeals Service, or contact BCAM directly at complaints@bcam.ac.uk or on 01474 823900. You can also write to BCAM Appeals Service, Shorne Village Surgery, Crown Lane, Shorne, Kent, DA12 3DY.
BCAM considers appeals after the clinic has had the opportunity to resolve the complaint. This is separate from a claim for clinical negligence or compensation.
Please use these direct contact details for personal or medical information, rather than putting it in a public review. If you need urgent help after treatment, follow the advice above rather than waiting for the complaints process.
Contacting us outside opening hours
Leave a voicemail on 01625 725 737 or email contact@sonuclinic.com, and we will get in touch. You can also use WhatsApp for non-urgent questions.
If you need urgent medical help, do not wait for a reply. Follow the advice above.