Complaints Procedure

sk:n endeavours to treat all its clients appropriately, compassionately and fairly. If however, you have an issue with any matter in relation to your treatment at sk:n you are entitled to lodge a complaint, either in person, by telephone or in writing. If you require assistance with making your complaint, sk:n will be pleased to help and support you through the process.

The member of staff who initially receives the complaint will convey the details to the Clinic Manager or their
designated deputy. Where this cannot be resolved immediately, you will receive a letter within three working
days to confirm that an investigation into the matter is underway and that a response will be made as soon
as possible.

Complaints of a non-medical nature will be handled in their entirety by the Clinic Manager and their
Regional Manager.

If your complaint is treatment related the matter will be discussed with the relevant practitioner and may
require you to attend an additional consultation with that practitioner or an alternative member of the clinic’s
medical team, including the Medical Director. The objective of this is to provide an explanation or a solution
to your concerns. sk:n aims to furnish you with a full written response within 20 working days or where this
is not possible, an explanation as to the cause of the delay.

If the complaint is not resolved locally, the matter will be referred to the Head of Medical Standards who
will seek advice as required. The complaint will be further reviewed within 20 working days and you will be
provided with a final written response. If the investigation requires further time, you will be provided with an
explanation as to the cause of the delay.

If you are dissatisfied with the results of this process and the final response, you have recourse to
independent external adjudication. To obtain this you need to write to the Independent External
Adjudication Secretariat within 6 months of receiving the Head of Medical Standards final letter.

ISCAS will review complaints from England, Scotland and Wales, once the internal complaints policy has been exhausted:
Independent Sector Complaints Adjudication Service
70 Fleet Street
Telephone: 0207 536 6091

Additionally, if your complaint is regarding a Scottish clinic, Health Inspectorate Wales will investigate:
Corporate Governance Office
Healthcare Improvement Scotland
Gyle Square
1 South Gyle Crescent
EH12 9EB
Telephone: 0131 623 4326

Healthcare Inspectorate Wales will not always investigate the detail of your complaint but will ensure that sk:n are meeting the regulations and standards as set out in their HIW registration – this applies only to sk:n Cardiff.