Complaints Policy

Your complete satisfaction is very important to us.

At Southface Dermatology Clinic we pride ourselves in delivering outstanding professional customer service to all of our clients. We treat all of our clients with the utmost care, compassion and respect, however there may be times when the service that you have received does not meet the high standards that we aim to deliver.

Should this happen, the most effective way to resolve any concern is by letting the Practice Manager or Practitioner know immediately after the service or treatment that you have received. They will listen to your concern and aim to resolve your complaint efficiently and effectively. If you require assistance with making your complaint we will be pleased to help and support you through the process.

It is best to make your complaint as soon as possible, as memories will be fresher and it will be easier to investigate the facts.

We will always aim to resolve your complaint as soon as we receive it however where this is not possible the complaint will be investigated by the Practice Manager and you will receive an acknowledgment of your complaint within 3 working days. This may be by email, letter or telephone.

The Practice Manager will provide you with a written response within 20 working days from the acknowledgment of your complaint however If the complaint is of a complicated nature it may take longer to investigate in which case you will be kept informed.

If your complaint is regarding a treatment that you have received the matter will be investigated by the Clinic’s Medical Team including the Medical Director. You may be asked to attend the clinic for an assessment with a nurse or a Doctor. Once this has taken place you will receive an outcome of your complaint within 20 working days by letter or email.

If you are not happy with the response that you have received from the Clinic Manager and your treatment was at Nuffield Health Bournemouth or The Bournemouth Private Clinic your complaint will be escalated to the relevant Senior Management Team.

Your complaint will be acknowledged by a member of the Senior Management Team and a full response will be provided following an investigation within 20 working days should the investigation take longer than this the complainant will be updated every 20 working days.

Should you remain unhappy with our final response you may be able to refer your complaint to our professional bodies and we are happy to forward the contact details for you.