Complaints Policy
Effective Date: 01 May 2025
Review Date: 30 April 2026
Applies to: All services provided by Gwen Inglis Aesthetics
1. Our Commitment
At Gwen Inglis Aesthetics, we are committed to delivering safe, high-quality care and an excellent client experience.
If something does not meet your expectations, we encourage you to tell us. We take all complaints seriously and aim to resolve them fairly, promptly, and transparently.
2. What is a Complaint?
A complaint is any expression of dissatisfaction about:
Treatment outcomes
Clinical care
Customer service
Professional conduct
Business practices
Complaints can be made verbally or in writing by a client or someone acting on their behalf.
3. How to Make a Complaint
You can raise a complaint using any of the following methods:
Gwen Inglis Aesthetics
📍 Citibase, 1 St Colme Street, Edinburgh, EH3 6AA
📞 +44 7982 899094
✉️ gweninglisaesthetics@gmail.com
We recommend submitting complaints within 6 months of the issue arising where possible.
4. How We Handle Complaints
We follow a clear, structured process:
Stage 1 – Acknowledgement
Your complaint will be acknowledged within 3 working days
We will confirm our understanding of your concerns
We will explain the next steps and timelines
Stage 2 – Investigation
We will review all relevant information, including treatment records
You may be invited to discuss your concerns in more detail
A full investigation will be completed within 20 working days
Stage 3 – Response
You will receive a written response outlining:
The findings of our investigation
Any actions taken (e.g. apology, corrective treatment, or service improvements)
What happens next if you remain dissatisfied
Stage 4 – Escalation
If you are not satisfied with the outcome, you have the right to escalate your complaint externally.
You can contact:
Healthcare Improvement Scotland (HIS)
They provide independent review and oversight of complaints relating to private healthcare services.
HIS may:
Review your complaint and the provider’s response
Examine clinical records and processes
Provide a formal outcome and any required actions
5. Confidentiality
All complaints are handled in strict confidence and in accordance with data protection legislation.
Information will only be shared where necessary to investigate and resolve the complaint.
6. Record Keeping
We maintain a secure record of all complaints, including:
Details of the complaint
Investigation findings
Outcomes and actions taken
Records are retained for a minimum of 2 years, or longer if required by insurers or regulations.
7. Learning and Improvement
Complaints are an important part of improving our service.
We are committed to:
Learning from feedback
Making necessary improvements
Preventing recurrence of issues
Maintaining high standards of care
8. Contact Us
If you have concerns about your treatment, please contact us directly so we can support you promptly:
Gwen Inglis Aesthetics
📍 1 St Colme Street, Edinburgh, EH3 6AA
📞 07982 899094
✉️ gweninglisaesthetics@gmail.com
Not happy with your experience?
We’re here to help — please get in touch so we can resolve your concerns quickly and professionally.