Complaints Policy

Skin Rehab 7 Herbert Street, Pontardawe, Swansea SA8 4EA Telephone: +44 7496 730404

Last updated: 2 July 2026

1. Our commitment

At Skin Rehab we aim to provide safe, ethical, high-quality aesthetic treatments and excellent client care. We take all feedback seriously. If something has gone wrong, or you are unhappy with any part of our service, we want to hear about it so we can put it right and improve.

This policy explains how to raise a complaint, how we will handle it, and what you can do if you remain dissatisfied.

2. What this policy covers

You can complain about any aspect of our service, including:

the outcome, safety or delivery of a treatment;

the advice or information you were given before or after treatment;

bookings, cancellations, deposits or payments;

the conduct or professionalism of anyone at the clinic;

how your personal data has been handled (see also our Privacy Policy);

the clinic environment or any other aspect of your experience.

3. How to make a complaint

Please raise your complaint as soon as possible, and ideally within 6 months of the event (or within 6 months of you becoming aware of a problem). You can complain:

In person — speak to Emma at the clinic; many concerns can be resolved immediately;

By telephone — +44 7496 730404;

In writing — Skin Rehab, 7 Herbert Street, Pontardawe, Swansea SA8 4EA.

When complaining, please include your name and contact details, the date of your appointment or the event concerned, a description of what happened, and what outcome you are seeking. A friend or family member may complain on your behalf with your written consent.

4. Concerns about a treatment outcome

If you are worried about how you are healing, a possible reaction, or the result of a treatment, please contact us straight away on +44 7496 730404 rather than waiting for the complaints process. Prompt clinical review is always our first priority, and we provide aftercare support for all treatments. If you believe you are experiencing a medical emergency, call 999 or attend your nearest emergency department first, then let us know.

5. How we will handle your complaint

Acknowledgement — we will acknowledge your complaint within 3 working days of receiving it.

Investigation — we will look into your complaint fully and fairly. This may include reviewing your clinical records and photographs, our booking and communication records, and speaking with you to make sure we understand your concerns. Where a clinical review would help, we may invite you to a follow-up appointment at no charge.

Response — we will give you a full written response within 20 working days. If the investigation takes longer, we will explain why and keep you updated with a revised timescale.

Resolution — where a complaint is upheld, we will explain what went wrong, apologise, and set out what we will do to put things right and to prevent it happening again. Remedies may include corrective treatment, a refund or partial refund, or other appropriate action depending on the circumstances.

Making a complaint will never affect the care or courtesy you receive from us, and all complaints are handled confidentially. Records of complaints are kept securely, separately from routine correspondence, and in line with our Privacy Policy.

6. If you are not satisfied with our response

If you remain unhappy after receiving our final response, you can escalate your concern:

Professional conduct — Emma is a registered nurse. Concerns about the conduct or fitness to practise of a registered nurse can be raised with the Nursing and Midwifery Council (NMC): www.nmc.org.uk, 020 7333 9333.

Data protection complaints — if your complaint concerns the handling of your personal data, you can contact the Information Commissioner's Office (ICO): ico.org.uk/make-a-complaint, 0303 123 1113.

Insurance and legal routes — the clinic holds professional indemnity insurance. If your complaint involves a claim for clinical negligence, we will refer the matter to our insurers, and you may wish to seek independent legal advice.

Independent advice — Citizens Advice (www.citizensadvice.org.uk) can provide free, impartial guidance on consumer rights relating to services you have paid for.

7. Unreasonable or abusive behaviour

We will always deal with complaints respectfully and expect the same in return. We reserve the right to end communication that is abusive, threatening or persistently unreasonable, and to decline future bookings in such cases. This will not prevent a legitimate complaint from being investigated.

8. Learning from complaints

All complaints are reviewed to identify learning and improve our service. Anonymised complaint themes may be used in audits, training and service reviews.

9. Changes to this policy

We may update this policy from time to time. The latest version will always be available on our website and on request at the clinic.