Complaints Procedure

At sk:n we pride ourselves in delivering outstanding professional customer service to all of our clients. We are the leading ambassador’s in providing specialised skin care treatments carried out by our dedicated team of Medical Experts. We treat all of our clients with the utmost care, compassion and respect, however there may be times when the service that you have received does not meet the high standards that we aim to deliver.

Should this happen, the most effective way to resolve any concern is by letting the Clinic Manager or Practitioner know immediately after the service or treatment that you have received. They will listen to your concern and aim to resolve your complaint efficiently and effectively. If you require assistance with making your complaint we will be pleased to help and support you through the process.

It is best to make your complaint as soon as possible, as memories will be fresher and it will be easier to investigate the facts.  You should normally make your complaint within six months of the incident you are concerned about.  sk:n may be willing to investigate complaints after this time where there is a realistic opportunity of conducting a fair and effective investigation and if you have a good reason as to why you could not act sooner.

We will always aim to resolve your complaint as soon as we receive it however where this is not possible the complaint will be investigated by the Clinic Manager and you will receive an acknowledgment of your complaint within 3 working days. This may be by email, letter or telephone.

The Clinic Manager will provide you with a written response within 20 working days from the acknowledgment of your complaint however If the complaint is of a complicated nature it may take longer to investigate in which case you will be kept informed.

Complaints of a non-medical nature will be investigated by the Clinic Manager or the Assistant Clinic Manager.

If your complaint is regarding a treatment that you have received the matter will be investigated by the Clinic’s Medical Team including the Medical Director. You may be asked to attend the clinic for an assessment with a nurse or a Doctor. Once this has taken place you will receive an outcome of your complaint within 20 working days by letter or email.

If you are not happy with the response that you have received from the Clinic Manager your complaint will be escalated to our Senior Management Team.

Any complaint relating to the service that you have received will be escalated to the Regional Director and any complaint regarding the treatment that you have received will be escalated to the Medical Standards Team. This is stage 2 of the complaints policy.

Your complaint will be acknowledged by a member of the Senior Management Team and a full response will be provided following an investigation within 20 working days should the investigation take longer than this the complainant will be updated every 20 working days.

Should you remain unhappy with our Final response or investigation you may be able to refer your complaint to the Independent Sector Complaints Adjudication Service at www.iscas.org.uk . You must do this within six months of the date of the final response.

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One of our friendly sk:n advisors will contact you to answer any questions you may have and help you on your sk:n journey.

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