Complaints Procedure
Our Commitment
At Skin Renew London, we aim to deliver safe, professional treatment and a positive experience for every client. If something has not gone as expected, we want to know about it. Every concern raised with us is taken seriously and treated as a chance to learn and to improve the way we work.
We deal with all complaints in a fair, open and confidential way, and raising a concern will never affect the quality of care you receive from us.
Who Can Raise a Complaint
The following people may raise a complaint with us:
- Any current or former client of the clinic
- A family member, friend or representative acting on behalf of a client
- Other healthcare professionals or outside organisations
Where a complaint is made on someone else’s behalf, we will ask for the client’s consent before discussing their treatment. If the client is not able to give consent or make the complaint themselves, we will accept it from a representative who is acting in their best interests.
How to Get in Touch
You can raise a concern in whichever way suits you best:
- Face to face at the clinic
- Over the phone
- By letter
- By email
Whichever method you choose, we will reply to you in writing, normally by email.
Contact Details
Skin Renew London Ltd
Fitzrovia clinic: Saki House, 97 Mortimer Street, London W1W 7SU
Loughton clinic: Suite B1, Sterling House, Langston Road, Loughton, Essex IG10 3TS
Telephone: 020 8706 0102 or 07521 513915
Email: info@skinrenewlondon.co.uk
What Happens Next
- We will confirm that we have received your complaint within 48 hours.
- We will tell you the name of the person looking into your concern.
- We aim to give you a full response within 20 working days. Some matters need more time to look into properly, and if so we will explain why.
- Every complaint will be fully resolved within 6 months at most, unless we agree a different timescale with you.
- While the investigation is ongoing, we will send you written updates on its progress.
When to Raise a Complaint
We ask that complaints are made within 12 months of either:
- the date of the treatment or event in question, or
- the date you first became aware of the problem.
We may still look into a complaint made after this period if there is a good reason for the delay and it is still possible to investigate the matter fairly.
How We Investigate
- Every complaint, however small, is logged and reviewed.
- Each complaint is looked into promptly and impartially.
- A member of staff named in a complaint will not contact you directly about it unless a senior member of the team is also present.
- If a complaint raises any concern about a client’s safety or welfare, we will follow our safeguarding procedures and take whatever action is needed.
Our Response
When our investigation is finished, we will write to you with a full response that sets out:
- how your complaint was looked into
- what we found
- any steps we have taken, or will take, as a result, along with when these will happen
We may ask you to let us know whether you are happy with the outcome.
If You Remain Unhappy
If you are still not satisfied once you have received our final response and our internal process has been completed, you can take your complaint to an independent organisation. These include:
Local Authority Licensing
Each of our clinics is licensed by its local council: Westminster City Council for our Fitzrovia clinic and Epping Forest District Council for our Loughton clinic. You may contact the relevant council’s licensing team if you have concerns about how the premises or treatments are run.
Centre for Effective Dispute Resolution (CEDR)
CEDR is an independent service that can help settle disputes between clients and businesses without going to court.
Learning From Complaints
All complaints are recorded and reviewed regularly by the clinic’s management so that we can spot any patterns and make lasting improvements. A yearly summary of complaints is produced in line with our regulatory obligations.
Our full Complaints Handling Policy is available on request.