Complaints Procedure

The Skin Investment Clinic – We are here to listen, learn, and improve.

At Skin Investment Clinic, we are committed to providing safe, effective, and compassionate care. While we always strive for excellence, we understand that sometimes things may not go as expected.

If you are unhappy with any aspect of your experience, we encourage you to let us know — your feedback helps us grow and deliver even better care.

How to Make a Complaint

If you wish to raise a concern or make a complaint, you can do so in the following ways:

1. Speak to Us Directly

We always encourage open communication. If you feel comfortable, please raise your concern directly with the practitioner or clinic manager at the time of your appointment. Many issues can be resolved quickly and informally.

2. Submit a Written Complaint

If you prefer to make a formal complaint, please send it to us in writing via:

• Email: info@theskininvestmentclinic.com
• Post: The Skin Investment Clinic, The Buttery, Shoelands Farm, Seale Lane, Puttenham, Surrey, GU10 1HL

Please include:

• Your full name and contact details
• The date of your appointment
• A clear description of your concern
• The outcome you are hoping for

What Happens Next

• Acknowledgement: We will acknowledge your complaint within 3 working days of receiving it.
• Investigation: Your complaint will be reviewed by the clinic manager or a senior team member. This may involve speaking with relevant staff and reviewing treatment records.
• Response: You will receive a full written response within 20 working days, or we will inform you if more time is needed due to the nature of the complaint.
• Resolution: Where appropriate, we will offer a resolution such as:
  • Further explanation or clarification
  • A follow-up consultation
  • Remedial treatment or service
  • Formal apology
• Escalation: If you are not satisfied with the outcome, you may escalate your complaint to:
  • Save Face
  • The Care Quality Commission (CQC)

We will always support your right to seek an external review.

Our Promise

• We treat all complaints seriously, respectfully, and confidentially.
• Making a complaint will never affect your future care at The Skin Investment Clinic. Your trust is important to us, and we are committed to learning from feedback to improve the services we offer.