Skintalks Customer Complaints Procedure

Everyone has the right to expect a positive experience and a good treatment outcome. At Skintalks we take great pride in the delivery of our service and if you are not happy – we would love the chance to rectify the issue causing you dissatisfaction. We promise to listen, treat you with respect and try to deal with your complaint appropriately and in a timely manner.

Our Customer Complaints Procedure has the following goals:

  • To deal with complaints fairly, efficiently and effectively;
  • To ensure that all complaints are handled in a consistent manner throughout;
  • To increase customer satisfaction;
  • To use complaints constructively in the planning and improvement of all services.


Who can complain?

Anyone who is:

  • ┬áReceiving a service from the Skintalks
  • Caring for someone who has a complaint
  • Has been refused a service which they think they may need.


How to complain:

Skintalks would like to deal with any complaint as soon as possible.

  • Many complaints can be resolved informally. In the first instance contact Skintalks and, if you feel able, request to speak to the member of staff who carried out your treatment/procedure or ask to speak to their manager, who will try to resolve the matter.
  • If you make contact in person or by phone, make a note of the name of the person you speak to. If a solution is offered at this point, make a note of this as well.
  • If you are not satisfied or do not wish an informal solution, you may pursue a formal complaint.


Write down your complaint and send to:

Darryl Collier
Skintalks Medical Aesthetics
20a, Bridge Street
East Lothian
EH21 6AG

Alternatively, you can e-mail it to –

or you can either call in to the clinic or contact us on 0131 653 3365 and we will be happy to assist you filling in the form.


What Happens Next?

  • Formal complaints are acknowledged in writing or in person within 5 working days.
  • The acknowledgment provides contact details for the person who is handling the complaint, how the complaint will be dealt with and how long it is expected to take.
  • If a complaint raises issues that require notification or consultation with an external body,the notification or consultation will occur within three days of those issues being identified.
  • Formal complaints are investigated and resolved within 20 working days
  • If the complaint is not resolved within 20 days, the complainant, clinicians and staff who are directly involved in the complaint will be provided with an update.
  • In all cases, a complaint will be given full and fair consideration.

Can you take your complaint elsewhere?

If after following our complaints procedure you are dissatisfied with the conclusion – you may contact Healthcare Improvement Scotland who will review the case.


Telephone: 0131 623 4326

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