1. Policy Statement
At Tweed Aesthetics, we aim to deliver a safe, high-quality and professional service at every appointment. However, we recognise that sometimes things don’t go to plan or meet expectations. When that happens, we want to hear about it—so we can put things right, learn from the situation, and continually improve.
This complaints policy explains how patients, clients, and members of the public can raise a concern, and how we’ll deal with it fairly, quickly, and confidentially.
Patients have the right to contact Healthcare Improvement Scotland (HIS) at any time if they are unhappy about the result of a concern or complaint they have made to us. We fully support and promote this right.
2. Our Commitment
We are committed to:
• Taking all complaints seriously, no matter how small
• Listening without judgment and treating everyone with respect
• Resolving issues promptly and fairly
• Learning from feedback to improve our services
• Following Healthcare Improvement Scotland (HIS) standards and guidance on handling complaints
Raising a complaint will never affect the care, treatment, or professionalism you receive from us.
3. Who Can Make a Complaint?
Complaints can be made by:
• Patients and clients who have received treatment at Tweed Aesthetics
• Someone on behalf of a patient (with their consent)
• Visitors or members of the public who have interacted with our service
4. What You Can Complain About
You can raise a complaint about anything you feel has not met your expectations, including:
• Clinical care or treatment
• Communication or the attitude of staff
• Delays, cancellations, or access to appointments
• Cleanliness or environment
• Pricing, consent, or the way a procedure was explained
• The way you were treated before, during, or after your visit
If you’re unsure whether something counts as a complaint, just ask—we’re happy to talk it through.
5. How to Make a Complaint
You can make a complaint:
• In person – speak to a member of staff or ask for the Clinic Owner
• By phone – 07947 360014
• By email – tweedaesthetics@gmail.com
• In writing – addressed to:
Clinic Director, Tweed Aesthetics, 14 The Avenue, Greenlaw, Duns, TD10 6XB
Someone can also complain on your behalf; however, we may need written permission to respond (UK GDPR requirement).
6. What Happens Next?
Stage 1 – Early Resolution (Informal)
• We will aim to resolve your concern at the time you raise it.
• We’ll listen, take notes, and do our best to fix the issue promptly.
• If you’re satisfied with the outcome, the matter will be closed.
Stage 2 – Formal Complaint
If the issue needs further investigation or you’re not satisfied with the informal response:
• We’ll acknowledge your complaint in writing within 3 working days
• A full investigation will be completed by the Clinic Owner or a senior staff member
• We will respond within 20 working days with findings and actions taken
• If more time is required, we will explain why and provide a revised timescale
All formal complaints are logged, reviewed, and stored securely.
7. Outcomes and Follow-Up
Once your complaint has been reviewed, we will:
• Explain what we found
• Apologise, where appropriate
• Offer solutions or steps taken to put things right
• Explain what we have put in place to prevent recurrence
8. What If You’re Still Not Satisfied?
If you are unhappy with the outcome of your complaint—or with how we handled it—you can contact Healthcare Improvement Scotland (HIS) at any time.
Healthcare Improvement Scotland can help patients if they are unhappy about the result of a concern or complaint they have made about a service. We will always advise our patients that they may contact HIS at any stage.
Full Contact Details
Programme Manager
Independent Healthcare Services Team
Healthcare Improvement Scotland
Gyle Square
1 South Gyle Crescent
Edinburgh
EH12 9EB
Email: his.ihcregulation@nhs.scot
Phone (General Enquiries): 0131 623 4300
Healthcare Improvement Scotland regulates independent clinics like ours and may review how we have managed your complaint.
9. Confidentiality and Record-Keeping
All complaints are handled in accordance with UK GDPR.
Information is shared only with staff involved in investigating the complaint.
Complaint records are stored securely and separate from clinical notes.
10. Learning from Complaints
All complaints are reviewed by the Clinic Director.
We identify lessons learned and make any necessary improvements, which may include:
• Staff training
• Changes to administrative or clinical processes
• Updates to policies or patient information
11. Policy Review
This policy will be reviewed:
• Annually
• After any significant complaint
• Following updates to HIS or regulatory guidance
