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 two days
to confirm that an investigation into the matter is underway and that a response will be made as soon as is
possible.

Complaints of a non-medical nature will be handled in their entirety by the Clinic Manager and their line
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 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 and you will be provided with a final
response.

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 25 working days of receiving the Head of Medical Standards final letter.

Independent Sector Complaints Adjudication Service
70 Fleet Street
London
EC4Y 1EU

Email: info@iscas.org.uk
Telephone: 0207 536 6091