Complaints Policy

At Skinhorizon Clinic we take all feedback seriously. We are committed to listening, learning and resolving concerns in a fair and timely manner. This policy explains how you can raise a complaint, how we will respond, and the steps available if you remain dissatisfied.

1) Our principles

  • Complaints are welcomed as an opportunity to improve our services.
  • All complaints are taken seriously, treated with respect, and handled without discrimination.
  • We aim to resolve issues quickly, fairly and openly.
  • Making a complaint will not affect your care or future access to services.

2) Making a complaint

You may raise a complaint verbally, in writing, or by email. Where possible, please raise concerns at the time so we can resolve them promptly.

Complaints can be made to:

  • Email: info@skinhorizon.co.uk
  • Post: Skinhorizon Clinic, 4 Clarendon Terrace, Maida Vale, London W9 1BZ
  • Phone: 020 3370 9444

3) How we handle complaints

When we receive a complaint, we will:

  • Acknowledge your complaint within 3 working days.
  • Investigate thoroughly and fairly, gathering relevant information.
  • Respond in writing with our findings, an explanation, and any actions taken.
  • Where appropriate, offer a meeting to discuss the outcome.

4) Timeframes

We aim to provide a full written response within 20 working days of acknowledging your complaint. If more time is needed, we will explain the reason and let you know when to expect a final response.

5) Confidentiality

All complaints will be handled in confidence and in line with data protection law. Information will only be shared with staff directly involved in investigating or resolving your complaint.

6) Escalation options

If you remain dissatisfied after our final response, you have the right to escalate your complaint. Options include:

  • Care Quality Commission (CQC): While the CQC does not investigate individual complaints, they welcome feedback on services and use it to monitor quality. Website: www.cqc.org.uk
  • Independent review: For certain complaints, you may seek independent mediation or advice. We will provide information about suitable bodies on request.

For NHS-funded services (if applicable), patients may also have the right to escalate to the Parliamentary and Health Service Ombudsman. For private-only care, escalation is via the CQC and independent routes.

7) Safeguarding & duty of care

Skinhorizon Clinic is committed to protecting the welfare of all patients, including children, young people and vulnerable adults. Our staff receive safeguarding training and are able to recognise, respond to, and escalate safeguarding concerns. Any safeguarding issues will be addressed promptly in line with statutory requirements, local authority guidance and Care Quality Commission (CQC) standards.

Raising a safeguarding concern will never affect the way a patient is treated and will always be managed with confidentiality and sensitivity.

8) Contact us

If you have any questions about this Complaints Policy, please contact:

  • Email: admin@skinhorizon.co.uk
  • Post: Skinhorizon Clinic, 4 Clarendon Terrace, Maida Vale, London W9 1BZ
  • Phone: 020 3370 9444