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.

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

If complaining to sk:n or ISCAS is not possible or does not resolve the situation or if the complainant would prefer to talk to someone different, complaints can be made in writing, by phone or in person to the Care Quality Commission.

CQC National Customer Service Centre
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA
Call: 03000 616161
Email [email protected]

Complaints Policy (Wales)

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.

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.

Complainants who are not happy with the local resolution are referred to a member of the Senior Management team. If the complaint is service related this will normally be the Regional Director. If the complaint is of clinical nature this will be the Director of Medical Standards. 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 Regional Director or Director of Medical Services final letter.

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

If complaining to sk:n or ISCAS is not possible or does not resolve the situation or if the complainant would prefer to talk to someone different, complaints can be made in writing, by phone or in person to Healthcare Inspectorate Wales complaints manager.

Healthcare Inspectorate Wales
Welsh Government
Rhydycar Business Park
Merthyr Tydfil
CF48 1UZ
Call 0300 062 8163
Email [email protected]

Complaints Policy (Scotland)

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.

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.

Complainants who are not happy with the local resolution are referred to a member of the Senior Management team. If the complaint is service related this will normally be the Regional Director. If the complaint is of clinical nature this will be the Director of Medical Standards. 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 Regional Director or Director of Medical Services final letter.

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

If complaining to sk:n or ISCAS is not possible or does not resolve the situation or if the complainant would prefer to talk to someone different, complaints can be made in writing, by phone or in person to Health Improvement Scotland’s independent healthcare complaints manager.

Healthcare Improvement Scotland
Gyle Square
1 South Gyle Crescent
Edinburgh
EH12 9EB
Call: 0131 623 4342
Email: [email protected]

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