Complaints Policy (England)
At sk:n we pride ourselves on delivering outstanding customer service to all of our clients, ensuring they are treated with the utmost care, compassion and respect. We are renowned within the industry for specialised skin care treatments carried out by our dedicated team of Medical Experts and we take pride in delivering the best clinical results possible. Despite this, there may be times when we don’t meet our own high standards of care or communication; where this is the case, we will always try and rectify the situation and be open and honest if things haven’t gone to plan. If you require assistance with making your complaint we will endeavour to help and support you through the process.
Raising a concern or complaint
We welcome the chance to rectify problems immediately: the most effective way to resolve any concern is by letting us know on the day it happens – the Clinic Manager or treating Practitioner will be happy to listen to your concerns and aim to resolve your complaint efficiently and effectively on the day. However, this may not always be possible and an investigation or further opinion may be required. The process of investigation for more complex complaints is broken down into three stages to ensure clients always have the chance to have the facts re-examined if they are not happy with the outcome, this process is set out below.
Local Resolution (Stage One)
Service (non-medical) complaints: All service related complaints will be investigated by the Clinic Manager or their deputy and you will receive an acknowledgement of your complaint within three working days. This may be by email, letter or telephone. After you have received this, you will normally be provided with a formal response within 20 working days. Should we need any longer to investigate the issues raised, we will write to let you know. Medical complaints: If your complaint is regarding medical treatment, this will be investigated by the Clinic’s Medical Team including the expert Medical Director. You may be asked to attend the clinic for an assessment with a Nurse or Doctor in order to perform a clinical review, and if necessary, a second opinion with an appropriate specialist. Once this has taken place you will receive a detailed response to your complaint within 20 working days by letter or email, and further clinical follow-up as required.
Business Review (Stage Two)
If you are not happy with the outcome of the first investigation that you have received from your clinic, you can choose to escalate your complaint to our Senior Management Team for a second review. Your complaint will be acknowledged by a member of the clinical or operational Senior Management Team as appropriate, and a full response will be provided following investigation. As per stage one, this is normally within 20 working days, although we aim to respond quicker than this where possible. Should we require any longer to conclude our investigation, you will be notified and given a timeframe for receipt.
Independent Review (Stage Three)
If the stage two review process is exhausted and you remain unhappy with our response or do not agree with the way in which we have handled your complaint, then you may be able to refer your complaint onto the Independent Sector Complaints Adjudication Service (ISCAS) for further consideration. To access this service, you must do this within six months of the date of our final response.
Independent Sector Complaints Adjudication Service
70 Fleet Street
Telephone: 0207 536 6091
Please find the contact details below:
Time limits for complaint escalation or review
All complaints should be made as soon as possible, and must be initially raised (stage one) no more than six months after:
1. the date of the event complained about; or
2. the date you became aware of the issue.
This time limit may be extended at our discretion where it can be proven that there have been prohibitive circumstances for raising the issue within the normal time limit and there is still a realistic opportunity of conducting a fair and effective investigation into the issues raised.