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Clinic 22, Aesthetics Clinic
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How to Provide Feedback or Make a Complaint 

At Clinic 22, we strive to deliver outstanding care and service at every visit. Your feedback is not only welcome—it’s essential. It helps us understand what we’re doing well and where we can do better. Whether you want to share a great experience or raise a concern, we’re here to listen. 

Giving Feedback 

We encourage and welcome your feedback. You can share your experience in the following ways: 

  • Speak directly with any staff member or practitioner at the clinic. 
  • Respond to our electronic feedback invitation sent via our booking system. 
  • Use the feedback box in the clinic reception area. 

We aim to respond promptly—usually within a few hours—but please allow up to three working days for more detailed queries or comments. 

Making a Complaint 

Sometimes things don’t go as planned. If your experience at Clinic 22 hasn’t met our usual high standards, please let us know. We’re committed to ensuring every patient feels seen, heard, and treated fairly. All complaints are handled seriously, sensitively, and in line with our formal policy. 

How to Make a Complaint 

You can make a complaint in several ways: 

  • In person or verbally: Speak to a member of staff, who will record your complaint and pass it on to management. 
  • Via electronic submission through our clinic management system. 

Complaints Process 

We follow a three-stage complaints process in line with Healthcare Improvement Scotland (HIS) guidance: 

Stage 1 – Local Resolution 

  • Acknowledgement within 2 working days. 
  • Full investigation and response within 20 working days, or regular updates every 20 days until resolved. 
  • If the issue is resolved at this stage, the process ends here. 

Stage 2 – Complaints Review 

  • If unresolved, the complaint is reviewed by our Clinic Governance Officer or Insurer. 
  • You will receive an acknowledgement within 2 working days, and a full response within 20 working days. 

Stage 3 – Independent External Review 

  • If you remain dissatisfied, you may request an independent adjudication via our insurer or a relevant external body. 

Contacting Healthcare Improvement Scotland (HIS) 

You can contact HIS at any stage of your complaint: 

  • Phone: 0131 623 4342 
  • Address: 
    Healthcare Improvement Scotland 
    Independent Healthcare Team 
    Gyle Square 
    1 South Gyle Crescent 
    Edinburgh EH12 9EB 

Professional Bodies 

If your complaint relates to a specific practitioner’s conduct, you may also contact the relevant regulatory body: 

  • General Medical Council (GMC) 
  • Nursing and Midwifery Council (NMC) 
  • General Dental Council (GDC) 

Thank You 

Thank you for helping Clinic 22 continually improve. Every piece of feedback is a chance for us to reflect, learn, and do better—for you and for every patient who walks through our doors. If you would like to provide any annoymous feedback, you can do so below:

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