{"id":549,"date":"2026-01-26T16:23:44","date_gmt":"2026-01-26T16:23:44","guid":{"rendered":"https:\/\/zen2skin.co.uk\/?page_id=549"},"modified":"2026-01-26T17:17:54","modified_gmt":"2026-01-26T17:17:54","slug":"complaints-policy","status":"publish","type":"page","link":"https:\/\/zen2skin.co.uk\/index.php\/complaints-policy\/","title":{"rendered":"Complaints Policy"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"549\" class=\"elementor elementor-549\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-c08f99d e-flex e-con-boxed e-con e-parent\" data-id=\"c08f99d\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-755d6ed elementor-widget elementor-widget-heading\" data-id=\"755d6ed\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Complaints Policy<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fbd81b3 elementor-widget elementor-widget-text-editor\" data-id=\"fbd81b3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h5>1. Our Commitment<\/h5><p data-start=\"327\" data-end=\"532\">Zen2Skin Aesthetics Ltd is committed to providing safe, high-quality care and a positive experience for all patients.<br data-start=\"444\" data-end=\"447\" \/>We take complaints seriously and view them as an opportunity to improve our services.<\/p><p data-start=\"534\" data-end=\"682\">This Complaints Policy is in line with the requirements for independent healthcare providers regulated by <strong data-start=\"640\" data-end=\"681\">Healthcare Improvement Scotland (HIS)<\/strong>.<\/p><hr data-start=\"684\" data-end=\"687\" \/><h5>2. What Is a Complaint?<\/h5><p data-start=\"718\" data-end=\"773\">A complaint is any expression of dissatisfaction about:<\/p><ul data-start=\"774\" data-end=\"925\"><li data-start=\"774\" data-end=\"804\"><p data-start=\"776\" data-end=\"804\">Clinical treatment or care<\/p><\/li><li data-start=\"805\" data-end=\"825\"><p data-start=\"807\" data-end=\"825\">Customer service<\/p><\/li><li data-start=\"826\" data-end=\"845\"><p data-start=\"828\" data-end=\"845\">Staff behaviour<\/p><\/li><li data-start=\"846\" data-end=\"875\"><p data-start=\"848\" data-end=\"875\">Facilities or environment<\/p><\/li><li data-start=\"876\" data-end=\"925\"><p data-start=\"878\" data-end=\"925\">Any aspect of your experience with our clinic<\/p><\/li><\/ul><hr data-start=\"927\" data-end=\"930\" \/><h5>3. How to Make a Complaint<\/h5><p data-start=\"964\" data-end=\"1019\">You can raise a complaint in any of the following ways:<\/p><p data-start=\"1021\" data-end=\"1055\"><strong data-start=\"1021\" data-end=\"1033\">By Email:\u00a0<\/strong><\/p><p>skin@zen2.co.uk<\/p><p data-start=\"1057\" data-end=\"1088\"><strong data-start=\"1057\" data-end=\"1073\">By Telephone<\/strong><br data-start=\"1073\" data-end=\"1076\" \/>01324 578886<\/p><p data-start=\"1090\" data-end=\"1185\"><strong data-start=\"1090\" data-end=\"1104\">In Writing<\/strong><br data-start=\"1104\" data-end=\"1107\" \/>Zen2Skin Aesthetics Ltd<br data-start=\"1130\" data-end=\"1133\" \/>Unit 5 Greenpark Drive<br data-start=\"1155\" data-end=\"1158\" \/>Polmont<br data-start=\"1165\" data-end=\"1168\" \/>Falkirk<br data-start=\"1175\" data-end=\"1178\" \/>FK2 0PZ<\/p><p data-start=\"1187\" data-end=\"1244\"><strong data-start=\"1187\" data-end=\"1200\">In Person<\/strong><br data-start=\"1200\" data-end=\"1203\" \/>Speak to a member of staff at the clinic.<\/p><p data-start=\"1246\" data-end=\"1286\">When making a complaint, please include:<\/p><ul data-start=\"1287\" data-end=\"1423\"><li data-start=\"1287\" data-end=\"1320\"><p data-start=\"1289\" data-end=\"1320\">Your name and contact details<\/p><\/li><li data-start=\"1321\" data-end=\"1356\"><p data-start=\"1323\" data-end=\"1356\">Date(s) of treatment or service<\/p><\/li><li data-start=\"1357\" data-end=\"1396\"><p data-start=\"1359\" data-end=\"1396\">A clear description of your concern<\/p><\/li><li data-start=\"1397\" data-end=\"1423\"><p data-start=\"1399\" data-end=\"1423\">Your preferred outcome<\/p><\/li><\/ul><hr data-start=\"1425\" data-end=\"1428\" \/><h5>4. Acknowledgement and Response Times<\/h5><ul data-start=\"1473\" data-end=\"1727\"><li data-start=\"1473\" data-end=\"1538\"><p data-start=\"1475\" data-end=\"1538\">We will acknowledge your complaint within <strong data-start=\"1517\" data-end=\"1535\">14-28 working days<\/strong>.<\/p><\/li><li data-start=\"1539\" data-end=\"1624\"><p data-start=\"1541\" data-end=\"1624\">Where possible, we will aim to resolve concerns quickly through early resolution.<\/p><\/li><\/ul><p data-start=\"1729\" data-end=\"1839\">If additional time is needed, we will inform you of the reason for the delay and provide an updated timeframe.<\/p><hr data-start=\"1841\" data-end=\"1844\" \/><h5>5. Investigation Process<\/h5><p data-start=\"1876\" data-end=\"1899\">Your complaint will be:<\/p><ul data-start=\"1900\" data-end=\"2027\"><li data-start=\"1900\" data-end=\"1939\"><p data-start=\"1902\" data-end=\"1939\">Investigated fairly and impartially<\/p><\/li><li data-start=\"1940\" data-end=\"2000\"><p data-start=\"1942\" data-end=\"2000\">Reviewed using relevant clinical records and staff input<\/p><\/li><li data-start=\"2001\" data-end=\"2027\"><p data-start=\"2003\" data-end=\"2027\">Treated confidentially<\/p><\/li><\/ul><p data-start=\"2029\" data-end=\"2055\">Our response will explain:<\/p><ul data-start=\"2056\" data-end=\"2167\"><li data-start=\"2056\" data-end=\"2073\"><p data-start=\"2058\" data-end=\"2073\">What we found<\/p><\/li><li data-start=\"2074\" data-end=\"2104\"><p data-start=\"2076\" data-end=\"2104\">Whether standards were met<\/p><\/li><li data-start=\"2105\" data-end=\"2126\"><p data-start=\"2107\" data-end=\"2126\">Any actions taken<\/p><\/li><li data-start=\"2127\" data-end=\"2167\"><p data-start=\"2129\" data-end=\"2167\">Any learning or service improvements<\/p><\/li><\/ul><p data-start=\"2169\" data-end=\"2214\">An apology will be offered where appropriate.<\/p><hr data-start=\"2216\" data-end=\"2219\" \/><h5>6. If You Are Not Satisfied<\/h5><p data-start=\"2254\" data-end=\"2372\">If you are unhappy with our response, you may request a further internal review by a senior member of the clinic team.<\/p><p data-start=\"2374\" data-end=\"2511\">If you remain dissatisfied after this review, you have the right to escalate your complaint to <strong data-start=\"2469\" data-end=\"2510\">Healthcare Improvement Scotland (HIS)<\/strong>.<\/p><p data-start=\"2513\" data-end=\"2624\"><strong data-start=\"2513\" data-end=\"2561\">Healthcare Improvement Scotland \u2013 Complaints<\/strong><br data-start=\"2561\" data-end=\"2564\" \/>Gyle Square<br data-start=\"2575\" data-end=\"2578\" \/>1 South Gyle Crescent<br data-start=\"2599\" data-end=\"2602\" \/>Edinburgh<br data-start=\"2611\" data-end=\"2614\" \/>EH12 9EB<\/p><p data-start=\"2626\" data-end=\"2683\">Telephone: 0131 623 4342<\/p><p data-start=\"2626\" data-end=\"2683\"><br data-start=\"2650\" data-end=\"2653\" \/>Email: his.ihcregulation@nhs.scot<\/p><p data-start=\"2685\" data-end=\"2812\">You may also contact the <strong data-start=\"2710\" data-end=\"2755\">Scottish Public Services Ombudsman (SPSO)<\/strong> once our internal complaints process has been completed.<\/p><hr data-start=\"2814\" data-end=\"2817\" \/><h5>7. Records and Learning<\/h5><p data-start=\"2848\" data-end=\"2991\">All complaints and outcomes are recorded securely.<br data-start=\"2898\" data-end=\"2901\" \/>Themes and learning points are reviewed to support continuous improvement of our services.<\/p><hr data-start=\"2993\" data-end=\"2996\" \/><p>8. Accessibility and Support<\/p><p data-start=\"3032\" data-end=\"3158\">If you need help making a complaint or require information in an alternative format, please contact us and we will assist you.<\/p><div class=\"elementor-element elementor-element-4e3d99d0 elementor-widget elementor-widget-text-editor\" data-id=\"4e3d99d0\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\"><div class=\"elementor-widget-container\"><p>Zen2skin Aesthetics Ltd<br \/>Unit 5 Greenpark Drive<br \/>Polmont<br \/>Falkirk<br \/>FK2 0PZ<\/p><\/div><\/div><div class=\"elementor-element elementor-element-2240db94 elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"2240db94\" data-element_type=\"widget\" data-widget_type=\"icon-list.default\"><div class=\"elementor-widget-container\"><ul class=\"elementor-icon-list-items\"><li class=\"elementor-icon-list-item\"><a href=\"tel:01324%20578886\"><span class=\"elementor-icon-list-text\">Telephone: 01324 578886<\/span><\/a><\/li><li class=\"elementor-icon-list-item\"><span class=\"elementor-icon-list-text\"><a href=\"mailto:info@skin2zen.co.uk?subject=Website%20Contact%20Page%20Enquiry\">Email: <\/a><\/span>skin@zen2.co.uk<\/li><\/ul><\/div><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>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. [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-549","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/zen2skin.co.uk\/index.php\/wp-json\/wp\/v2\/pages\/549","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/zen2skin.co.uk\/index.php\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/zen2skin.co.uk\/index.php\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/zen2skin.co.uk\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/zen2skin.co.uk\/index.php\/wp-json\/wp\/v2\/comments?post=549"}],"version-history":[{"count":7,"href":"https:\/\/zen2skin.co.uk\/index.php\/wp-json\/wp\/v2\/pages\/549\/revisions"}],"predecessor-version":[{"id":567,"href":"https:\/\/zen2skin.co.uk\/index.php\/wp-json\/wp\/v2\/pages\/549\/revisions\/567"}],"wp:attachment":[{"href":"https:\/\/zen2skin.co.uk\/index.php\/wp-json\/wp\/v2\/media?parent=549"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}