Our complaints policy
We are committed to providing high quality aesthetic services to all our clients. When something goes wrong we need you to tell us about it, this will help us to improve our standards.
If you have a complaint, please contact us with details. We have two weeks to consider your complaint. If we have not resolved it within this time you may complain to Health Improvement Scotland.
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
- We will investigate your complaint this will normally to the Director of Aesthetox Mark Bradford, who will review your matter file and speak to the member of staff who carried out your treatment.
- Mark Bradford will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 7 days of sending you the acknowledgement letter.
- Within three days of the meeting Mark Bradford will write to you to confirm what took place and any solutions he has agreed with you.
- If you do not want a meeting or it is not possible Mark Bradford will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 14 days of sending you the acknowledgement letter.
- At this stage, if you are still not satisfied, you should contact us again and we will arrange for Mark Bradford to review his decision .
- We will write to you within 14 days of receiving your request for a review, confirming our final position of your complaint and explaining our reasons.
- If you are still not satisfied, you can then contact:-
Health Improvement Scotland
Gyle Square
South Gyle Cresent
Edinburgh EH12 9EB
