Complaints
Procedure & Duty of Candour

 
 

FEEDBACK & COMPLAINTS POLICY

At Frowndocs, our goal is to provide every patient with high-quality care, from consultation to treatment and aftercare. We take pride in delivering safe, professional, and personalised aesthetic services.

However, we understand that sometimes things may not go as expected. If you have any concerns, we encourage you to speak up – your feedback is important and helps us continue to improve the care we offer.

HOW TO MAKE A COMPLAINT OR RAISE A CONCERN

If you’re unhappy with any part of your experience, we ask that you raise the issue as soon as possible. You can speak to us directly or contact our Clinical Director:

Clinical Director: Dr Caroline Steele

24 Allan Park, Stirling

01786 447 229

hello@frowndocs.co.uk

WHAT HAPPENS NEXT

  • We will acknowledge your complaint within 2 working days.

  • We aim to resolve all complaints within 20 working days, provided there are no delays in gathering the necessary information.

  • If more time is needed, we’ll update you with the reason for the delay and aim to respond fully within 5 working days of concluding our investigation.

YOUR VOICE MATTERS

Whether it’s a compliment, concern, or complaint – your feedback helps shape our service. We treat all concerns with respect, sensitivity, and confidentiality. No complaint is ever too small, and we handle each one without blame or judgment.

You’re also welcome to suggest any ways we can improve the experience at Frowndocs.

Our full complaints policy is available at reception, and we can provide a paper or email copy on request.

EXTERNAL SUPPORT

If you feel we haven’t resolved your concern, you may contact:

Healthcare Improvement Scotland

Independent Healthcare Team

Gyle Square, 1 South Gyle Crescent, Edinburgh EH12 9EB

0131 623 4342

hcis.clinicregulation@nhs.scot

Healthcare Improvement Scotland regulates independent clinics in Scotland and can be contacted at any stage.

You can also contact:

The Cosmetic Redress Scheme

0345 362 3123

info@cosmeticredress.co.uk

A government-authorised service offering dispute resolution for cosmetic procedures.

DUTY OF CANDOUR

During the period [e.g., 1 April 2024 to 31 March 2025], there were no incidents within our service that triggered the Duty of Candour procedure.

We remain committed to maintaining high standards of care and transparency, and our staff are trained and aware of the requirements under the Duty of Candour legislation.

This report has been published in accordance with our legal responsibilities.