Skin innovation ensure to treat all clients appropriately, compassionately and fairly. If however, you have an issue with any matter in relation to your treatment at Skin innovation you are entitled to lodge a complaint, either in person, by telephone or in writing. If you require assistance with making your complaint, Skin Innovation will be pleased to help and support you through the process.
The member of staff who initially receives the complaint will provide 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. The objective of this is to provide an explanation or a solution to your concerns. Skininnovation 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.