Feedback & Complaints
Your voice matters to us. Whether you have experienced something exceptional or feel something could have been handled differently, we are genuinely grateful when you take the time to share it with us.
Share Your Experience
At Complete Dermatology, we hold ourselves to a high standard, not just clinically, but in every aspect of how we engage with our patients. We know that coming to a skin clinic can feel personal and, at times, exposing. Our commitment is that every patient leaves feeling heard, respected and genuinely cared for.
Compliments & Thanks
We welcome positive feedback about our team and the care you receive.
Concerns & Complaints
We welcome concerns about your care, communication or clinic experience and handle them fairly and confidentially.
Our Complaints Policy
Our formal complaints policy explains how concerns are handled, reviewed and resolved.
Response Times
We acknowledge feedback within 3 working days and provide a full response within 20 working days.
Leave Us Your Feedback
We welcome all feedback and respond in writing to non-anonymous submissions; click here to read our complaints policy. click here.
What is your feedback about? Options: Compliment / Suggestion / Concern / Complaint
How We Handle Your Feedback
Share Your Experience with the CQC
Complete Dermatology is registered with and inspected by the CQC, ensuring our care meets national standards for safety, effectiveness and patient experience.
Patients can share feedback directly with the CQC, which uses this information to help guide inspections and monitor healthcare services.
If you are still unhappy
If you remain dissatisfied after completing our complaints process, you can request an independent review through ISCAS, which provides impartial assessment of private healthcare complaints.
Feedback FAQs
Straight answers to the questions our patients most commonly ask before getting in touch.
Will my care be affected if I complain?
No, and we want to be completely clear on that from the outset. Every clinical decision we make is based solely on your medical needs, and that does not change regardless of whether you have raised a concern, a criticism or a formal complaint. We actively encourage patients to speak up, because a problem we are told about is one we can do something about. We would far rather hear a difficult truth than have a patient leave feeling unsatisfied with no one any the wiser.
Is there a time limit?
We ask that complaints are brought to our attention within 12 months of the event itself, or within 12 months of the point at which you became aware that something may not have been right. That said, we will consider complaints made outside this window wherever it is reasonable to do so. If you are uncertain whether your circumstances fall within the timeframe, please get in touch and we will discuss your situation honestly before you make any decision about how to proceed.
My concern is clinical and urgent. What should I do?
The complaints process is not the right route for urgent clinical matters. If you have an immediate concern about a treatment you have received, a reaction you are experiencing or any symptom that worries you, please call the clinic directly on 07871 604772 during opening hours. Outside of clinic hours, NHS 111 is available for non-emergency medical guidance. In any situation that feels urgent or serious, please call 999 or attend your nearest A&E department without delay.
Can someone complain on my behalf?
Yes. You are welcome to appoint a family member, friend, carer or patient advocate to raise a concern for you. Before we share any of your clinical or personal information with that person, we will ask for your written consent. This step protects your confidentiality while making sure you have the support and representation you need. Simply let us know at the outset of your complaint that someone else is acting on your behalf, and we will arrange the appropriate paperwork.
Can I give feedback anonymously?
Yes. If you are not comfortable sharing your name or contact details, simply leave those fields blank when completing the form. We read every anonymous submission carefully and take the contents seriously. The practical limitation is that we cannot write back to you, ask follow-up questions or confirm what action was taken. Where anonymous feedback points to something specific, we will investigate it internally to the best of our ability and use it to inform how we work.
What if I am not satisfied after my complaint has been resolved?
If our final response has not addressed your concerns to your satisfaction, you have clear and accessible options. You can refer your complaint to the Independent Sector Complaints Adjudication Service (ISCAS), which provides independent adjudication for patients of private healthcare providers and assesses whether complaints have been handled fairly and in line with policy. You may also share your experience directly with the Care Quality Commission at any time. When we formally close any complaint, we will always provide you with the contact details for both organisations so you are never left without a route forward.