YOUR FEEDBACK MATTERS

At Arubia Aesthetics & Skin Clinic, your feedback is very important to us. It helps us review and improve our services while supporting a culture of openness, learning, and continuous improvement.

We believe everyone deserves a positive experience and the best possible treatment outcome. If we fall short of your expectations, we welcome the opportunity to listen, address your concerns, and resolve any issues.

 

How to Share Feedback

We encourage feedback at any stage during your visit to the clinic.

You also have the option to book a complimentary review appointment following your treatment. This provides an opportunity to discuss:

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• Any concerns about your treatment

• Your treatment outcome

• Any aspect of your experience with us

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We promise to listen carefully and respond promptly and appropriately. All feedback is taken seriously and used to help improve our services.

Throughout your journey with us, you may receive email or text messages inviting you to complete a feedback survey.

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Formal Complaints Process

If you feel that something has gone wrong and your concerns have not been resolved through discussion or feedback, you may make a formal complaint.

We follow a structured complaints process to ensure all concerns are handled professionally, fairly, and efficiently. Depending on the nature of the complaint, it may also be referred to an appropriate regulatory body.

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What Happens Next

Acknowledgement

• Your complaint will be acknowledged by Arubia Aesthetics & Skin Clinic within 2 working days of receipt.

Investigation and Resolution

• We aim to investigate and resolve formal complaints within 20 working days.

Updates

• If your complaint cannot be resolved within 20 working days, we will write to you to explain the reason for the delay.

• A full written response will be provided within 5 working days of the investigation being completed.

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Our Commitment to You

• Complaints are handled with respect, sensitivity, and confidentiality

• Raising a concern will not affect your care

• We take a fair, no-blame approach

• Your feedback helps us improve care and services for all clients

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External Support

If you feel that your concern has not been resolved, you may contact:

Programme Manager
Healthcare Improvement Scotland
Independent Healthcare Team
Gyle Square, 1 South Gyle Crescent
Edinburgh EH12 9EB
Email: hcis.clinicregulation@nhs.scot

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