Complaints and grievances

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 Effective Date: June 1, 2025 

Last Reviewed: June 1, 2025

At Skin and Essence Ltd, we are committed to providing the highest standard of professional care and client satisfaction. We understand that, occasionally, concerns may arise. This Complaints Policy outlines our procedure for handling any dissatisfaction or complaint you may have regarding our services, products, or staff. Our aim is to resolve any issues promptly, fairly, and confidentially.

We are dedicated to:

• Listening: Taking your concerns seriously and listening attentively to your feedback.
• Fairness: Investigating all complaints impartially and thoroughly.
• Transparency: Keeping you informed throughout the complaints process.
• Resolution: Working towards a satisfactory resolution to your complaint.
• Learning: Using your feedback to improve our services and prevent similar issues from arising in the future.

We encourage you to bring any concerns to our attention as soon as possible, ideally within 14 days of the incident or treatment, as this allows for a more effective investigation.

You can submit a complaint in the following ways:

• In Person: Speak directly with the clinic manager or the practitioner involved. We believe many minor issues can be resolved quickly through direct communication.
• By Phone: Call us on 07542610243. Please be ready to provide details of your complaint. If the manager is unavailable, we will arrange a convenient time to call you back.
• By Email: Send an email detailing your complaint to enquiries@skinandessence.co.uk. Please include: 
  • Your full name and contact details.
  • The date(s) of the incident or treatment.
  • A clear description of your complaint, including relevant dates, times, and names of staff involved (if applicable).
  • What outcome or resolution you are seeking.
• In Writing (Letter): Send a letter to: Skin and Essence Ltd [Your Full Clinic Address, e.g., 1 Southern Cl, Plymouth PL2 2BQ]

We recommend submitting complex or serious complaints in writing (email or letter) to ensure all details are accurately recorded.

Once we receive your complaint, we will follow these steps:

1. Acknowledgement: We will acknowledge receipt of your written complaint within 3 working days. This acknowledgement will confirm who is handling your complaint and provide an estimated timeframe for a full response.
2. Investigation: Your complaint will be assigned to an appropriate member of our management team for investigation. This will typically involve: 
   • Reviewing your client records and relevant documentation.
   • Speaking with the staff member(s) involved.
   • Gathering any other necessary information.
   • We may contact you for further clarification or additional details during this stage.

1. Response: We aim to provide a full written response to your complaint within 20 working days of acknowledgement. This response will detail the findings of our investigation, any actions taken, and our proposed resolution. If for any reason we need more time to investigate, we will inform you of the delay and provide a revised timeframe.
2. Resolution: Our proposed resolution may include: 
   • An explanation of the circumstances.
   • Corrective action taken to address the issue.
   • An offer of a corrective treatment, partial refund, or other appropriate remedies where applicable and in line with your statutory consumer rights.
   • Changes to our policies or procedures to prevent recurrence.

If you are not satisfied with our response or the proposed resolution, you should inform us within 14 days of receiving our final response. Your complaint will then be escalated for a further internal review by a senior manager or director not previously involved in the case. We will then provide a final response within 10 working days of the escalation request.

If, after our internal complaints process has been exhausted, you remain dissatisfied, you may have the option to seek external resolution. Depending on the nature of your complaint and the professional background of the practitioner involved, this may include:

• For complaints regarding medical practitioners (Doctors): You may contact the General Medical Council (GMC).
• For complaints regarding nursing or midwifery practitioners (Nurses, Midwives, Nursing Associates): You may contact the Nursing and Midwifery Council (NMC).
• For complaints regarding dental practitioners (Dentists, Dental Hygienists, Dental Therapists): You may contact the General Dental Council (GDC).
• For complaints regarding paramedic or other allied health professional practitioners (e.g., Paramedics, Physiotherapists): You may contact the Health and Care Professions Council (HCPC).
• For complaints regarding pharmacy practitioners (Pharmacists, Pharmacy Technicians): You may contact the General Pharmaceutical Council (GPhC).
• Citizen's Advice: For general advice on consumer rights, you can contact Citizen's Advice.
• Small Claims Court: For disputes involving financial compensation, you may consider pursuing action through the Small Claims Court.

All complaints will be handled with the utmost confidentiality and discretion. Information related to your complaint will only be shared with those individuals directly involved in the investigation and resolution process.

This Complaints Policy will be reviewed regularly to ensure its effectiveness and compliance with current regulations and best practice.

For any complaints or queries regarding this policy, please contact:

Skin and Essence Ltd Complaints Department Email: enquiries@skinandessence.co.uk 

Phone: 07542610243 

Address: 1 Southern Cl, Plymouth PL2 2BQ