At Complete Dermatology, we pride ourselves on providing exceptional customer care. However, if your experience falls short of your expectations, we want to hear from you. Your feedback helps us resolve concerns and improve our services to prevent similar issues in the future.

Raising a Concern

Where possible, we encourage you to raise your concern as soon as possible by speaking directly with the member of staff involved. Our team is approachable, friendly, and committed to resolving issues promptly. In many cases, concerns arise from misunderstandings that can be quickly resolved.

Making a Formal Complaint

If you wish to make a formal complaint, please write to or email the clinic, clearly outlining:

• The nature of your complaint

• Relevant dates and times

• The names of any staff members involved (if known)

• Any other information that may help us investigate your concerns

Providing as much detail as possible will enable us to investigate your complaint promptly and effectively.

Stage 1 – Complaint Investigation

Once we receive your written complaint:

• We will acknowledge receipt in writing (usually by email) within 3 working days, unless a full response can be provided within 5 working days.

• You will receive a copy of our complaints procedure.

• We may invite you to attend a meeting with clinic management and any relevant staff members to discuss your concerns and explore a resolution.

• We aim to provide a full written response within 20 working days.

• If our investigation is ongoing, we will keep you informed by writing to you at least every 20 working days, explaining the reason for the delay.

• We aim to resolve all Stage 1 complaints within 3 months.

If you remain dissatisfied with our response, you may escalate your complaint to Stage 2. This must be done in writing within 6 months of receiving our final Stage 1 response.

Stage 2 – Complaint Review

If your complaint is escalated:

1. We will acknowledge receipt within 3 working days, unless a full response can be provided within 5 working days.

2. You will be invited to meet with a senior member of staff who was not involved in the Stage 1 investigation.

3. We will conduct a full review of all documentation and, where appropriate, speak again with relevant staff members.

4. We will review both the Stage 1 investigation and the response provided.

5. We aim to provide a full written outcome within 20 working days. If the review is still ongoing, we will provide an update explaining the delay at least every 20 working days.

6. We aim to complete the Stage 2 review within 3 months.

Stage 3 – Independent External Adjudication

If you remain dissatisfied after completing our internal complaints process, you may seek an independent review through one of the following organisations:

• Citizens Advice – Free, confidential and independent advice available through local bureaux, GP surgeries, hospitals, colleges, prisons, courts, and by telephone.

• Patients Association – Visit https://www.patients-association.org.uk/helpline

• Care Quality Commission (CQC) – You may raise your concerns with the Care Quality Commission.

• Legal Action – You may seek independent legal advice.

• General Medical Council (GMC) – You may raise concerns with the General Medical Council where appropriate.