Complaints Policy

We would always rather hear a concern than lose your trust. This policy explains how to raise something, what happens next, and how quickly you can expect answers.

Talk to us first

Most concerns are resolved fastest with a conversation. Raise anything at your appointment, or afterwards by email at hello@skinformedclinic.com - whichever feels easier.

Making a formal complaint

To make a formal complaint, put it in writing by email with as much detail as you can: what happened, when, and the outcome you are hoping for. Your complaint will be:

• Acknowledged within 3 working days.
• Investigated fully, with a written response within 20 working days. If it takes longer, you will be told why and given a revised timescale.
• Handled confidentially and recorded appropriately.

Clinical concerns

Any concern about a treatment outcome or your wellbeing is treated as a priority. If you are worried about a possible complication, contact us immediately using the aftercare details provided at your appointment - clinical review comes before process.

If you are not satisfied

If you feel your complaint has not been resolved, you may escalate it to our insurer or to the relevant professional body. Details are available on request, and we will never obstruct an escalation.

Fairness

Raising a complaint will never affect the care or courtesy you receive. Complaints are how a good clinic gets better.