Complaints & Feedback

At Skin Southwest, we are committed to providing a high standard of care and service to all our patients. We welcome feedback and take any concerns or complaints seriously.

If something has not met your expectations, we would encourage you to tell us. Raising a concern or making a complaint will not adversely affect the care or treatment you receive from us.

You can raise a concern or complaint in person, by telephone, by email or in writing. A member of our team will be happy to explain our complaints process or provide you with a copy of our Complaints Procedure.

Stage 1 – Early Resolution

Wherever possible, we will try to resolve straightforward concerns quickly and at the point they are raised.

We will listen to your concerns, consider what has happened and aim to resolve the matter promptly. Where appropriate, we will provide an explanation, apology or other appropriate action.

If your concern cannot be resolved promptly, you would prefer it to be formally investigated, or the matter is more complex, it will be considered under Stage 2 of our complaints process.

Stage 2 – Formal Complaint

Formal complaints are referred to our designated Complaints Manager, who will coordinate the investigation in liaison with our CQC Registered Manager and relevant members of the clinic team.

We will acknowledge your complaint and explain how it will be handled. We will investigate your concerns fairly and impartially and provide you with a written response explaining the outcome of our investigation and, where appropriate, any action or learning identified.

We aim to respond within the timescales set out in our Complaints Procedure. If an investigation requires longer than anticipated, we will let you know and keep you appropriately updated.

If You Remain Dissatisfied

If you remain dissatisfied after our internal complaints process has been completed, we will explain any appropriate options available to you for further review or external escalation.

We will provide details of the relevant organisation or service where applicable to your complaint.

How to Contact Us

You can make a complaint:

• In person: Speak to a member of the Skin Southwest team
• By telephone: 01392 925 700
• By email:  enquiries@skinsouthwest.co.uk
• In writing: Sommerville House, 30 Southernhay East, Exeter, Devon, EX1 1NS

Please provide as much information as you reasonably can about your concern, including your name and contact details and what you would like us to consider. If you need any assistance making a complaint, please let us know.

A copy of our full Complaints Procedure is available on request.