Complaints Policy

1. Purpose

At Skyndoctor , we are committed to providing the highest standard of care and service to all our clients. We recognise that, despite our best efforts, there may be occasions when clients are dissatisfied. This policy explains how we handle complaints promptly, fairly, and confidentially.

2. Scope

This policy applies to all clients, prospective clients, and anyone who interacts with Skyndoctor in relation to our aesthetic and skincare services.

3. Definition of a Complaint

A complaint is any expression of dissatisfaction about the care, treatment, service, or conduct of staff or practitioners at Skyndoctor, made in writing.

4. Principles

We are guided by the following principles:

• Fairness: All complaints will be treated impartially and investigated thoroughly.
• Confidentiality: All information will be handled sensitively and in accordance with data protection laws.
• Accessibility: Clients can raise complaints easily, without fear of discrimination or negative impact on their future care.
• Transparency: Clients will be kept informed throughout the process.
• Learning: We view complaints as an opportunity to improve our services.

5. How to Make a Complaint

If you wish to raise a concern or complaint, please contact us through one of the following methods:

• In person: Speak to a member of staff or your practitioner.
• Email: info@skyndoctor.co.uk
• Phone: 01484 943099 / 0161 7111126

Please include your full name, contact details, and as much detail as possible about your concern, including relevant dates and names of staff involved (if known).

6. Complaint Handling Procedure

• Acknowledgement We will acknowledge receipt of your complaint within 5 working days.
• Investigation A senior member of staff (e.g., the Clinic Manager or Clinical Director) will review your complaint. This may involve reviewing treatment notes, speaking with the practitioner involved, and, if necessary, inviting you for a meeting to discuss your concerns.
• Response A full written response will be provided within 7 working days of acknowledgement. If an investigation requires more time, we will inform you of the delay and provide an updated timeline.
• Escalation If you are not satisfied with our response, you may request an internal review by the Clinic Director. If you remain dissatisfied after this, you can contact an external body, such as: Save Face (for accredited clinics): www.saveface.co.uk Care Quality Commission (CQC) (if applicable): www.cqc.org.uk General Medical Council (GMC)

7. Record Keeping

All complaints are documented in our Complaints Register, including details of actions taken and outcomes. These records are kept confidentially and reviewed regularly to identify patterns or areas for improvement.

8. Learning and Improvement

We analyse complaint trends as part of our quality assurance processes to improve treatments, client communication, and overall service delivery. Staff training and protocol updates may follow where appropriate.

9. Review of Policy

This policy is reviewed annually or sooner if required by regulatory or professional changes.