Document Title: Complaints Policy
Organization: Wessex Skin Clinic
Version: 1.0
Review Date: May 2027
Approved By: Medical Director / Registered Manager
Wessex Skin Clinic – Complaints Policy
Purpose of this Policy
At Wessex Skin Clinic, we are committed to delivering safe, ethical, evidence-based, doctor
led aesthetic medical care to the highest professional and regulatory standards. We
recognise that, despite our best efforts, patients may occasionally feel dissatisfied with
aspects of the service, treatment, communication, administration, or outcome they have
received.
This Complaints Policy sets out how concerns and complaints will be managed fairly,
proportionately, transparently, and in accordance with:
• The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014;
• Regulation 16: Receiving and Acting on Complaints;
• Guidance issued by the Care Quality Commission (“CQC”);
• Applicable principles of professional medical practice and clinical governance;
• UK data protection and confidentiality obligations.
Wessex Skin Clinic is committed to ensuring that all complaints are handled promptly,
professionally, confidentially, and without prejudice to ongoing or future care. Patients who
raise concerns will not be treated unfairly, disadvantaged, or discriminated against in any
way as a consequence of making a complaint.
Scope
This policy applies to:
• All patients attending Wessex Skin Clinic;
• Any person acting lawfully on behalf of a patient;
• All clinic staff, clinicians, contractors, and associates;
• All services and treatments provided by the clinic, including consultations, minimally
invasive aesthetic procedures, aftercare, administration, communication, and prescribing
activities.
Our Commitment to Patients
Wessex Skin Clinic will:
• Treat all complaints seriously and respectfully;
• Investigate concerns thoroughly and objectively;
• Respond openly, honestly, and professionally;
• Maintain patient confidentiality throughout the complaints process;
• Take appropriate corrective or remedial action where failures are identified;
• Use complaints as part of our clinical governance and quality improvement processes;
• Keep complainants appropriately informed regarding the progress and outcome of
investigations.
Informal Concerns
We encourage patients to raise concerns as soon as possible so that matters may, where
appropriate, be resolved promptly and informally.
Many issues can be addressed quickly through clarification, explanation, or discussion with
the treating clinician or clinic management team.
Patients may raise concerns verbally, by telephone, by email, or in writing.
Making a Formal Complaint
A formal complaint may be made verbally or in writing. Patients are not required to submit
complaints in writing in order for the complaint to be recognised or investigated.
Complaints should ideally be submitted within:
• 12 months of the incident giving rise to the complaint; or
• 12 months from the date the complainant became aware of the matter.
The clinic may exercise discretion to investigate complaints submitted outside this
timeframe where it is considered reasonable and practicable to do so.
Acknowledgement of Complaints
All formal complaints will ordinarily be acknowledged within three working days of receipt.
The acknowledgement will ordinarily include:
• Confirmation that the complaint has been received;
• Clarification of the issues to be investigated;
• Details of the complaints handling process;
• An indicative timescale for investigation and response;
• Requests for any additional information required. Where appropriate, the clinic may invite the complainant to discuss the complaint to ensure
all concerns are properly understood and accurately recorded.
Investigation Process
All complaints will undergo an appropriate and proportionate investigation.
The nature and extent of the investigation will depend upon the seriousness and complexity
of the issues raised and may include:
• Review of medical records and consent documentation;
• Review of clinical photography;
• Review of correspondence, communications, and treatment records;
• Statements from clinicians or staff involved;
• Independent clinical opinion where appropriate;
• Consideration of professional standards, consent processes, and clinical protocols.
Where immediate patient safety concerns are identified, appropriate action will be taken
without delay.
The clinic reserves the right to involve medical defence organisations, insurers, legal
advisers, safeguarding authorities, professional regulators, or other external agencies
where appropriate.
Response Times
The clinic will aim to provide a full written response within 20 working days where
reasonably practicable.
Where investigations are complex and additional time is required, the complainant will be
informed of:
• The reasons for the delay;
• The current status of the investigation;
• The anticipated timeframe for completion.
Outcome of Complaints
The final response will ordinarily include:
• A summary of the complaint;
• Details of the investigation undertaken;
• Findings and conclusions;
• Whether the complaint is upheld, partially upheld, or not upheld;
• Any actions taken or proposed;
• Where appropriate, an apology or explanation;
• Information regarding escalation options if the complainant remains dissatisfied.
An apology, explanation, or expression of regret does not constitute an admission of legal
liability or clinical negligence.
Confidentiality and Consent
All complaints will be handled in strict confidence and in accordance with UK data
protection legislation and professional confidentiality obligations.
Where a complaint is made by a third party on behalf of a patient, the clinic may require
written patient consent before confidential medical information can be disclosed, unless
another lawful basis applies.
Complaint correspondence and investigation records are maintained separately from the
clinical record wherever appropriate.
Vexatious, Abusive or Unreasonable Behaviour
Wessex Skin Clinic is committed to treating complainants with courtesy and respect and
expects the same standard of conduct towards clinic staff and clinicians.
The clinic reserves the right to limit or cease communication where a complainant’s
behaviour becomes abusive, threatening, discriminatory, defamatory, harassing, or
unreasonably persistent.
Any such action will be proportionate, documented, and undertaken in accordance with the
clinic’s duty of care and staff welfare obligations.
Learning and Quality Improvement
Complaints form an important part of the clinic’s governance, patient safety, and quality
assurance framework.
The clinic will:
• Maintain a formal complaints register;
• Record outcomes and actions taken;
• Review complaints for trends, recurring themes, or systemic risks;
• Implement learning and service improvements where indicated;
• Discuss relevant learning within governance and clinical review meetings.
Escalation and External Organisations
If a complainant remains dissatisfied following completion of the clinic’s internal
complaints procedure, they may seek independent advice or refer concerns to an
appropriate external organisation.
- Care Quality Commission
The CQC does not ordinarily investigate individual complaints or award compensation.
However, it welcomes information regarding concerns about registered providers and uses
such information as part of its regulatory function. - General Medical Council
Concerns relating to a doctor’s fitness to practise may be referred to the GMC. - Independent Legal Advice
Patients retain the right to seek independent legal advice at any stage.
Accessibility
Information regarding how to raise a complaint will be made available in accessible formats
upon request.
Reasonable adjustments, communication support, or assistance will be provided wherever
reasonably practicable to ensure patients are able to access the complaints process fairly
and effectively.
Policy Review
This policy will be reviewed annually, or sooner where required by changes in legislation,
regulation, CQC guidance, or clinic operational requirements.