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Your Right To Complain

Your Rights

The Patients Rights (Scotland) 2011 Act states that you have the right to complain if you are unhappy with an element of your care and, you are entitled to receive feedback on your complaint. 

Aesthetics by Anita aims to provide quality, safe and evidenced based care to clients at all times. If however, you are dissatisfied with any matter in relation to your treatment, you are entitled to lodge a complaint, either in person, by telephone or email.

Telephone: 07305 938763 or 


At any point, complaints can be logged with Healthcare Improvement Scotland, regulator for independent healthcare services across Scotland.

Please Write To: Healthcare Improvement Scotland, Independent Healthcare Team, Gyle Square, 1 South Gyle Crescent, Edinburgh, EH12 9EB

Telephone: 0131 623 4342 or


Should you require assistance with making a complaint, Anita will be happy to assist and support you through this process.

On Receipt Of Your Complaint

Once a complaint has been received;

  • Reasonable efforts shall be made to resolve the dispute immediately

  • Where the complaint cannot be resolved immediately, you will be notified* within 7 working days (following receipt of complaint), that an investigation into the matter is underway, and that a response will be made as soon as the investigation has been completed 

  • Anita will undertake an investigation into the matter

  • You will receive a summary of the investigation findings (and a resolution as far as possible) within 28 working days of receipt of complaint

  • Where the investigation and resolution is expected to take longer than 28 working days,  an apology and explanation as to the cause of the delay will be issued to you

*All communication will be via email (unless other preferred contact details are supplied by yourself) so please be sure to regularly check you junk/spam folder.

Future Learning

All complaints are documented accurately in your record and evaluated for future service improvement.

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