Complaint Procedure
At Escape MediSpa, customer feedback is essential. It enables us to assess and enhance our services while nurturing a culture of transparency and a dedication to learning from each experience. We believe that everyone is entitled to a positive experience and outstanding treatment outcomes. If we do not meet your expectations, we welcome the opportunity to address and rectify any issues.
We encourage you to share your feedback during each visit to our clinic. In addition, every client has the option to schedule a complimentary review appointment following treatment. These sessions are perfect for discussing any concerns regarding our services or treatment results. We assure you that we will listen attentively and respond to your concerns promptly and appropriately. Your feedback is taken seriously and serves as a vital resource for improving our services.
Formal Complaints Process
If you believe there has been a shortcoming in our service and your feedback has not been adequately addressed, you have the option to file a formal complaint. We have established a structured process to ensure that your concerns are managed professionally and efficiently. Depending on the nature of the complaint, it may also be submitted to a relevant regulatory body. Please email hello@escapemedispa.co.uk.
FOR COMNPLAINTS DIRECTED TO SKM AESTHETICS (Injectable treatments):
Please email Dr Sara; sara.martin5@nhs.scot
You can also send complaints to
Programme Manager
Independent Healthcare Services Team
Healthcare Improvement Scotland
Gyle Square
1 South Gyle Crescent
Edinburgh
EH12 9EB
E: his.ihcregulation@nhs.scot
Acknowledgment
The Clinic Manager; Jacqui Fenner or Dr. Sara Martin, will acknowledge receipt of your complaint via email within two working days.
Investigation and Resolution
We strive to investigate and resolve formal complaints within 20 working days.
Updates
Should the complaint remain unresolved after 20 days, we will provide you with a written update detailing the reason for the delay. A comprehensive response will be delivered within 5 working days following the conclusion of the investigation.
How do I submit a complaint to HIS?
To submit a complaint to Healthcare Improvement Scotland (HIS), please refer to the guidance available on their website.
Healthcare Improvement Scotland
While we are dedicated to providing exceptional care, we encourage you to voice any concerns with Healthcare Improvement Scotland, the independent regulatory body for clinics in Scotland. They are committed to ensuring that the highest standards of care are upheld.