complaints policy

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Complaints Policy – The Nordic Skin Clinic

Effective Date: [Insert Date]

At The Nordic Skin Clinic, we strive to provide exceptional service and the highest standard of clinical care.
Your satisfaction and trust are extremely important to us. If you ever feel that your experience has fallen short of expectations, we want to hear from you.

This Complaints Policy explains how you can raise a concern, what happens next, and how we’ll work to resolve it promptly and fairly.

1. How to Make a Complaint

If you wish to make a complaint, please contact us as soon as possible using one of the following methods:

📧 Email: contact@thenordicskinclinic.com
📞 Phone: 07585 535266
📮 Post: The Nordic Skin Clinic, United Kingdom

Please include:

Your full name and contact details
 

The date of your treatment or visit
 

A brief description of your concern or issue
 

Complaints should ideally be made within 14 days of the incident to allow us to investigate thoroughly.

2. How We Handle Complaints

Once we receive your complaint:

Acknowledgement: We will acknowledge receipt of your complaint within 3 working days.
 

Investigation: Your concern will be reviewed by the Clinic Manager or a senior member of staff who was not directly involved in your treatment.
 

Response: We aim to provide a full written response within 10 working days.
 

If further investigation is required, we will inform you and keep you updated throughout.
 

All complaints are handled confidentially and with respect for your privacy.

3. Resolution

Our goal is always to resolve complaints fairly, transparently, and as quickly as possible.
Depending on the nature of the issue, we may offer:

A written apology or explanation
 

Additional aftercare or review appointments
 

Corrective treatment (if clinically appropriate)
 

If you remain dissatisfied after our response, we can advise you on how to escalate the matter further.

4. Escalation

If you are unhappy with how your complaint has been handled, you can request a review by an external independent body, such as:

SaveFace (if you are seeking independent aesthetic practice review)
 

The Information Commissioner’s Office (ICO) (for data or privacy-related complaints)
 

We will provide details and assistance for any external escalation upon request.

5. Continuous Improvement

We treat every complaint as an opportunity to review and improve our client experience, safety processes, and staff training.

6. Confidentiality

All complaints and associated records are kept strictly confidential and stored securely in compliance with the UK GDPR and Data Protection Act 2018.

Contact Us

If you wish to make a complaint or discuss any concern, please contact:
📧 contact@thenordicskinclinic.com
📞 07585 535266
🌐 www.thenordicskinclinic.com