Complaints Policy
How to raise a complaint with us, and what happens next.
Experts in Skin and Hair Ltd is committed to providing high-quality care and services. We value feedback and take all complaints seriously, ensuring they are handled fairly, promptly, and respectfully.
How to raise a complaint
- Speak to a staff member in person or by phone (01273 077222)
- Email: secretary@expertsinskinandhair.co.uk
- Send a letter to 10b Matlock Road, Brighton, BN1 5BF
- Complete a complaint form at reception
- You may also appoint a third party to act on your behalf with consent
What happens next
Acknowledgement: Complaints are acknowledged within 3 working days (or up to 5 days if a full reply is possible).
Investigation: A Complaints Lead will investigate, review records, and speak with relevant staff.
Response: A full written response is provided within 20 working days, explaining findings and any actions taken.
Resolution: We aim to resolve complaints satisfactorily and keep you informed throughout.
Escalation
If you are not satisfied, you can escalate your complaint internally (Stage 2) or externally via ISCAS, the Independent Sector Complaints Adjudication Service (Stage 3).
Key principles
- Accessibility and transparency
- Confidentiality and respect for all parties
- Timely responses and learning from complaints
- Safety for staff and patients, including managing persistent or unreasonable behaviour
To raise a concern or complaint, call 01273 077222, email secretary@expertsinskinandhair.co.uk, or speak to any member of the team at your appointment.
Our full Complaints Policy, including timescales for each stage and a complaint form you can print and return, is available to download.
Download the Complaints Policy and form (PDF)