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Complaints Policy

1. Our Commitment

Zen2Skin Aesthetics Ltd is committed to providing safe, high-quality care and a positive experience for all patients.
We take complaints seriously and view them as an opportunity to improve our services.

This Complaints Policy is in line with the requirements for independent healthcare providers regulated by Healthcare Improvement Scotland (HIS).

2. What Is a Complaint?

A complaint is any expression of dissatisfaction about:

  • Clinical treatment or care

  • Customer service

  • Staff behaviour

  • Facilities or environment

  • Any aspect of your experience with our clinic

3. How to Make a Complaint

You can raise a complaint in any of the following ways:

By Email: 

skin@zen2.co.uk

By Telephone
01324 578886

In Writing
Zen2Skin Aesthetics Ltd
Unit 5 Greenpark Drive
Polmont
Falkirk
FK2 0PZ

In Person
Speak to a member of staff at the clinic.

When making a complaint, please include:

  • Your name and contact details

  • Date(s) of treatment or service

  • A clear description of your concern

  • Your preferred outcome

4. Acknowledgement and Response Times

  • We will acknowledge your complaint within 14-28 working days.

  • Where possible, we will aim to resolve concerns quickly through early resolution.

If additional time is needed, we will inform you of the reason for the delay and provide an updated timeframe.

5. Investigation Process

Your complaint will be:

  • Investigated fairly and impartially

  • Reviewed using relevant clinical records and staff input

  • Treated confidentially

Our response will explain:

  • What we found

  • Whether standards were met

  • Any actions taken

  • Any learning or service improvements

An apology will be offered where appropriate.

6. If You Are Not Satisfied

If you are unhappy with our response, you may request a further internal review by a senior member of the clinic team.

If you remain dissatisfied after this review, you have the right to escalate your complaint to Healthcare Improvement Scotland (HIS).

Healthcare Improvement Scotland – Complaints
Gyle Square
1 South Gyle Crescent
Edinburgh
EH12 9EB

Telephone: 0131 623 4342


Email: his.ihcregulation@nhs.scot

You may also contact the Scottish Public Services Ombudsman (SPSO) once our internal complaints process has been completed.

7. Records and Learning

All complaints and outcomes are recorded securely.
Themes and learning points are reviewed to support continuous improvement of our services.

8. Accessibility and Support

If you need help making a complaint or require information in an alternative format, please contact us and we will assist you.

Zen2skin Aesthetics Ltd
Unit 5 Greenpark Drive
Polmont
Falkirk
FK2 0PZ