Complaints Policy

Clinic Name: JB Academy of Aesthetics

Registered Provider: Joanne Brannan, MSc, BSc, INP

Version: 1.0

Date Implemented: 6th February 2026

Review Date: 6th February 2027

1. Purpose of the Policy

The purpose of this policy is to provide a clear, accessible procedure for clients to raise concerns or complaints about the care, treatment, or service they receive at JB Academy of Aesthetics.

The policy ensures complaints are handled in a fair, timely, and transparent manner, supporting continuous improvement and compliance with Healthcare Improvement Scotland (HIS) requirements.

2. Policy Statement and Aims

JB Academy of Aesthetics is committed to:

  • Respecting client feedback and concerns.

  • Ensuring complaints are taken seriously and investigated promptly.

  • Learning from complaints to improve service quality.

  • Providing clients with information about their right to escalate concerns to HIS.

Aims:

·       To resolve complaints quickly and fairly

·       To maintain open communication with clients

·       To ensure staff understand their responsibilities in handling complaints

·       To ensure compliance with HIS standards and guidance

3. Scope

This policy applies to:

  • All clients receiving non-surgical aesthetic treatments.

  • All complaints regarding clinical care, treatment, or service provision.

  • All staff responsible for receiving, investigating, or responding to complaints.

4. Definition of a complaint

A complaint is any expression of dissatisfaction, whether verbal or written, from a client or their representative, regarding the care, treatment or service provided by the clinic

5. Complaints procedure


Informal Resolution

  • Clients are encouraged to raise concerns directly with the healthcare professional at the earliest opportunity.

  • Many issues can be resolved quickly and informally through discussion.

  • Staff will listen, acknowledge the concern, and aim to resolve it promptly.

Formal Complaint

If a concern is not resolved informally:

·       Clients may submit a formal complaint in writing (letter or email) to the registered provider. enquiries@jbacademyofaesthetics.com

·       The complaint will be logged, acknowledged and investigated promptly.

·       Clients will receive a written response within 20 working days or a progress update if more time is required.

·       The outcome and any actions taken will be clearly communicated to the client.

Record Keeping

·       All complaints, actions, and outcomes will be documented in the clinic’s complaints register.

·       Lessons learned from complaints will be reviewed at regular governance meetings and used to improve practice.

6. Escalation to Healthcare Improvement Scotland (HIS)

Clients have the right to contact HIS at any time if they are dissatisfied with the clinic’s response or handling of complaint:

HIS Contact Details

Programme Manager

Independet Healthcare Service Team

Healthcare Improvement Scotland

Gyle Square

1 South Gyle Crescent

Edinburgh

Email: his.ihcregulation@nhs.scot

 HIS can provide advice and investigate complaints in accordance with their independent healthcare oversight responsibilities.

7. Responsibilities:

Registered Provider: Joanne Brannan Clinical Lead

·       Ensure this policy is implemented and followed.

·       Respond to formal complaints in a timely manner.

·       Monitor trends and outcomes of complaints for quality improvement.

Clinical staff:

·       Acknowledge concerns raised by clients.

·       Refer formal complaints to the registered provider

·       Document complaints accurately

8. Enforcement

Failure to comply with this policy may result in:

  • Review of clinic procedures.

  • Additional training.

  • Disciplinary action where appropriate.

Compliance with this policy is mandatory.

9. Related information and documents

  • Consent Policy

  • Medical Emergency & Resuscitation Policy.

  • Incident Reporting Policy.

  • HIS Independent Healthcare Guidance.