COMPLAINTS PROCEDURE POLICY

Date Effective:September 2026

Review Date: September 2027

Version No. 1.0

Policy Owner / Responsible Person: Dr Josephine Ma

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Purpose

Face Factor Aesthetics is committed to providing a high standard of safe, effective and person-centred care to all patients.

This policy sets out the procedure for receiving, acknowledging, investigating and responding to complaints. Its purpose is to ensure that all complaints are handled fairly, consistently, promptly and impartially, while meeting applicable regulatory and professional requirements.

Where something has gone wrong, or a patient is dissatisfied with the care or service they have received, Face Factor Aesthetics encourages them to tell us. This enables us to address the concern appropriately, identify any necessary remedial action and use the experience to improve the service provided to other patients.

Making a complaint will not adversely affect the care or treatment provided to a patient.

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Scope

This policy applies to complaints received from:

• patients;

• patients’ authorised representatives;

• carers or relatives, where appropriate consent has been obtained; and

• members of the public where the complaint relates to the operation of Face Factor Aesthetics.

Complaints may relate to, but are not limited to:

• clinical treatment or care;

• treatment outcomes or follow-up;

• communication;

• staff or practitioner conduct;

• service delivery;

• appointment management;

• facilities and premises;

• cleanliness and hygiene;

• infection prevention and control;

• privacy or dignity;

• clinical records;

• fees or administrative processes; and

• any other aspect of the service provided by Face Factor Aesthetics.

Complaints Process

Making a complaint

Face Factor Aesthetics aims to handle complaints promptly, effectively and in a fair and impartial manner.

All complaints will be taken seriously and treated sensitively.

Information arising from complaints will be handled confidentially and in accordance with Face Factor Aesthetics’ Data Protection and Confidentiality policies, the UK GDPR and the Data Protection Act 2018.

Where appropriate, complaints will also be used to identify opportunities for learning and quality improvement.

How to make a complaint

We aim to make our complaints procedure accessible.

A complaint may be made:

• verbally;

• by telephone;

• in writing; or

• by email.

Complaints should be addressed to:

Dr Josephine Ma
Responsible Person
Face Factor Aesthetics & Wellbeing
13 Millburn Street
Aberdeen
AB11 6SS

Email: hello@facefactoraesthetics.co.uk
Telephone: 07766 821581

Where a complaint is made verbally, an appropriate written record of the complaint will be created.

A patient may nominate another person to make a complaint on their behalf. Where the complaint requires disclosure of confidential clinical or personal information, Face Factor Aesthetics may require the patient’s consent before discussing the matter with that representative.

Healthcare Improvement Scotland

Face Factor Aesthetics is regulated as an independent healthcare service by Healthcare Improvement Scotland (HIS).

Healthcare Improvement Scotland can receive complaints regarding independent healthcare services that it regulates. Patients may contact HIS regarding concerns about the care or treatment provided by a regulated independent healthcare provider. 

Healthcare Improvement Scotland may be contacted at:

Independent Healthcare Services
Healthcare Improvement Scotland
Gyle Square
1 South Gyle Crescent
Edinburgh
EH12 9EB

The current Healthcare Improvement Scotland website should be consulted for the latest contact information and methods of making a complaint.

Face Factor Aesthetics will ensure that current HIS contact details are maintained within the patient-facing version of this policy.

How We Handle Complaints

The person responsible for overseeing complaints at Face Factor Aesthetics is:

Dr Josephine Ma

On receipt of a complaint, Dr Josephine Ma, or an appropriately authorised person acting on her behalf, will review the complaint and determine the appropriate course of action.

Face Factor Aesthetics will:

• record the complaint;

• assess whether there are any immediate patient-safety issues requiring action;

• acknowledge receipt of the complaint;

• identify the person responsible for investigating it;

• review relevant clinical records and other documentation;

• obtain information from practitioners or staff involved where appropriate;

• contact the complainant for clarification where necessary;

• maintain appropriate communication with the complainant during the investigation;

• provide a written outcome; and

• record any learning or corrective action resulting from the complaint.

Where a complaint raises concerns regarding patient safety, safeguarding, professional conduct, a significant adverse event or another regulatory matter, the relevant internal policy and external reporting requirements will also be considered.

Where an incident meets the applicable statutory criteria, the Duty of Candour Policy and Procedure will be followed separately.

Acknowledgement

Face Factor Aesthetics will aim to acknowledge a formal complaint within 5 working days of receipt.

The acknowledgement will normally include:

• confirmation that the complaint has been received;

• the name or role of the person dealing with the complaint;

• confirmation that an investigation will take place where appropriate; and

• an indication of the anticipated timescale for a response.

Investigation and Response

Face Factor Aesthetics aims to complete its investigation and provide a substantive written response within 28 working days.

Where the investigation cannot reasonably be completed within this period, the complainant will be informed:

• of the reason for the delay;

• of the progress made;

• of any further information required; and

• of the revised anticipated response date.

Different timescales may be agreed with the complainant where appropriate.

The final response should, where relevant:

• summarise the complaint;

• explain how it was investigated;

• address the issues raised;

• provide the outcome or findings;

• explain any remedial action taken;

• provide an apology where appropriate;

• identify learning or improvements arising from the complaint; and

• explain the complainant’s right to contact Healthcare Improvement Scotland.

Time Limits for Making a Complaint

Complaints should normally be raised as soon as reasonably possible after the event concerned.

As a general principle, complaints should preferably be made within 12 months of:

• the event giving rise to the complaint; or

• the complainant becoming aware that they had reason to complain.

Where a complaint is received outside this period, Face Factor Aesthetics will consider whether:

• there is a reasonable explanation for the delay; and

• it remains possible to investigate the complaint effectively and fairly.

A complaint will not automatically be rejected simply because more than 12 months have passed.

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External Escalation

If a patient remains dissatisfied with the response provided by Face Factor Aesthetics, they may contact Healthcare Improvement Scotland.

Healthcare Improvement Scotland regulates independent healthcare services in Scotland and can receive complaints about services within its regulatory remit. 

Information about making a complaint is available through Healthcare Improvement Scotland’s complaints service.

Where relevant, patients may also raise concerns with the appropriate professional regulator concerning the professional conduct of an individual healthcare practitioner.

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Record Keeping

All formal complaints will be recorded within the clinic’s Complaints Register.

The record should include, as appropriate:

• date complaint received;

• name of complainant;

• nature of complaint;

• treatment/service concerned;

• practitioner or staff involved;

• acknowledgement date;

• investigation undertaken;

• correspondence;

• outcome;

• date final response issued;

• corrective or preventative action;

• learning identified;

• whether Duty of Candour was considered or activated;

• whether external notification or referral was required; and

• date the complaint was formally closed.

Records will be maintained securely and in accordance with Face Factor Aesthetics’ Records Management, Confidentiality and Data Protection policies and applicable retention requirements.

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Confidentiality

Complaints will be treated confidentially.

Information will only be shared with individuals who need access to it in order to investigate, respond to or learn from the complaint, or where disclosure is otherwise required by law or regulatory obligation.

Patients will not be discriminated against or treated less favourably because they have raised a complaint.

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Audit, Learning and Improvement

Complaints are an important part of Face Factor Aesthetics’ clinical governance and quality-improvement process.

Complaints will be periodically reviewed by Dr Josephine Ma to identify:

• recurring themes;

• trends;

• patient-safety concerns;

• training needs;

• procedural weaknesses;

• required policy amendments;

• changes required to patient information; and

• opportunities to improve the patient experience.

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Where action is identified, this should be recorded and followed through to completion.

Relevant learning may be incorporated into:

• team meetings;

• staff or practitioner training;

• clinical audits;

• risk assessments;

• policy updates;

• patient information; and

• service-development plans.

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Responsibilities

Dr Josephine Ma – Responsible Person

Dr Josephine Ma is responsible for:

• overall oversight of the complaints procedure;

• ensuring complaints are appropriately investigated;

• ensuring responses are fair and proportionate;

• maintaining appropriate complaint records;

• identifying and implementing learning;

• ensuring appropriate regulatory escalation where necessary; and

• reviewing this policy.

All Staff and Practitioners

All staff and practitioners working within Face Factor Aesthetics must:

• respond courteously to anyone raising a concern;

• know how to direct a formal complaint;

• cooperate with complaint investigations;

• maintain confidentiality;

• provide requested information promptly;

• participate in learning resulting from complaints; and

• avoid any behaviour that could disadvantage a patient for raising a concern.

Policy Review

This policy will be reviewed:

• at least annually;

• following a significant complaint or adverse incident where appropriate;

• following changes to legislation or regulatory requirements;

• following relevant Healthcare Improvement Scotland guidance; or

• where audit or service evaluation identifies that an amendment is required.

Approved by: Dr Josephine Ma
Role: Responsible Person
Effective Date: September 2026
Next Review Date: September 2027
Version: 1.0