Complaints Procedure

We want every client to feel well cared for. If you are unhappy with any part of your experience — a treatment, an order, how we communicated, or how we handled your information — please tell us. Raising a concern will never affect the care you receive, and we will treat what you tell us confidentially.

If you are concerned about a reaction or side effect after treatment, contact us straight away on 07777 711 277 so we can advise you and see you if needed.

If you have severe or worsening pain, spreading redness, skin turning pale or dusky, changes to your vision, difficulty breathing or signs of a serious allergic reaction, call 999 or go to A&E. For urgent advice that is not an emergency, call NHS 111. You can also report suspected side effects of medicines, medical devices or cosmetic products to the MHRA through the Yellow Card scheme.

You can raise a complaint in whichever way suits you:

• Email info@skin-anatomy.co.uk
• Phone 07777 711 277
• Write to Complaints, Skin Anatomy, 17 Queen Street, Southwell, Nottinghamshire NG25 0AA
• Speak to us in person at the clinic

It helps if you include:

• your name and contact details;
• the date of your treatment, appointment or order, and your booking reference or order number if you have it;
• what happened and what you are unhappy about;
• any photographs or documents that help explain; and
• what you would like us to do to put things right.

Please raise your complaint as soon as possible — ideally within 12 months of the event — so that we can investigate it properly.

1. Acknowledgement within 3 working days. We will confirm we have received your complaint, tell you who is handling it, and check how you would like us to keep in touch.
2. Investigation. We will review your records, speak to the people involved, and — if your complaint is about a treatment — may invite you to a free review appointment.
3. Full response within 20 working days. We will write to you explaining what we found, what we will do to put things right, and what we have learned. If we need more time, we will tell you why and give you a new date.

Please tell us first — we will look again. If you remain unhappy, you can seek independent help:

• Consumer advice: the Citizens Advice consumer helpline on 0808 223 1133 or citizensadvice.org.uk, which can explain your rights and refer matters to Trading Standards.
• Alternative dispute resolution: whether we use an approved ADR provider, and its details.[to confirm]
• Personal information: the Information Commissioner’s Office on 0303 123 1113 or ico.org.uk.
• Prescribing: if your concern is about a prescriber, you can contact their professional regulator — the General Medical Council, Nursing and Midwifery Council, General Pharmaceutical Council or General Dental Council. Name and regulator of our prescriber.[to confirm]
• Professional register or accreditation body: details of any register or accreditation body we belong to.[to confirm]
• Hygiene and premises: the environmental health team at Newark and Sherwood District Council.
• Our insurer: insurer name and policy details for claims.[to confirm]

You can also seek independent legal advice or make a claim through the small claims court.

For a problem with an online order — for example a late, damaged, faulty or incorrect item — please see our Delivery & Returns page, or contact us with your order number and we will sort it out as quickly as possible.

We keep a confidential record of complaints separate from your clinical notes, handle the information in line with our Privacy Policy, and review every complaint to improve our service.