Complaints Procedure

At Dermagen, we hold ourselves to the highest clinical and ethical standards. Your safety, satisfaction, and trust mean everything to us. While we always aim for excellence, we recognise that sometimes concerns may arise, and when they do, we handle them with care, professionalism, and complete transparency.

Our Commitment

We take every concern seriously. Whether it’s about your treatment, your experience, or our service, we see feedback as an opportunity to uphold our promise of evidence-based excellence. Our goal is simple: to listen, resolve, and ensure that your confidence in us remains unwavering.

How to Make a Complaint

If you wish to make a complaint, you can do so in writing, by email, or in person. Please include as much detail as possible, including:

  • Your full name and contact details

  • The date and details of your treatment or visit

  • The nature of your concern or complaint

  • Any relevant supporting information (e.g. photos, correspondence, receipts)

Please send your complaint to:

Lewis Mannion - Clinical Director at Dermagen
Email: info@thedermagenclinic.co.uk
Address: 141 High St, Little Lever, Bolton BL3 1LX

What Happens Next

  1. Acknowledgement - We will acknowledge receipt of your complaint within 3 working days.

  2. Investigation - Your concern will be reviewed by the Clinic Manager or an appointed senior member of our team. We may contact you for further information or clarification. This process ensures that every detail is fully understood before we respond.

  3. Response - A full written response will be provided within 20 working days of receiving your complaint. If the issue is complex and requires more time, we’ll inform you of the reason for the delay and provide an updated timeframe.

If You’re Not Satisfied

If you remain unhappy after receiving our response, you can escalate your complaint to an independent body for further review. Depending on the nature of your treatment and practitioner, you may contact:

  • Healthcare Improvement Scotland (HIS) - for registered independent clinics in Scotland

  • Care Quality Commission (CQC) - for clinics regulated in England

  • General Medical Council (GMC) - for concerns regarding a doctor’s professional conduct

  • Nursing and Midwifery Council (NMC) - for concerns regarding a nurse’s professional conduct

We will provide you with the appropriate contact details and guidance should you wish to escalate your concern further.

Our Promise

We don’t shy away from accountability; it’s one of our core values. Every piece of feedback helps us grow stronger, refine our standards, and ensure that Dermagen remains a name you can trust in the world of medical aesthetics.