Customer Complaints Process

We recognise that there may be occasions when the service provided falls short of the standards which Age Refined aspire too. To help address such cases we have a complaints procedure in place. If you have any concerns about any aspect of the service provided, please speak to any member of staff. They will do their best to correct the situation or offer an explanation. Also, please feel free to ask to speak to the clinic’s manager or clinical director. If that does not resolve the situation, any member of staff will ensure you receive a copy of the complaint’s procedure.

All complaints will be handled in line with Age Refined ‘Customer Complaints’ policy.
In order for us to deal with your complaint we would ask you complete
a Customer Complaints Form, which can be posted or emailed to you.

All complaints should be referred to the:

Age Refined 
FAO Management
22 Newton Place 
Glasgow G3 7PY
info@agerefined.co.uk

Our complaints procedure is a formal staged procedure. Our intention is that the matters are resolved to your satisfaction by our Clinical Director. Although complaints will be managed through the process detailed, you may at any time raise any concerns about the standard of care with Healthcare Improvement Scotland (HIS), the regulatory body with which the clinic is registered. Please find the details below:

Health Improvement Scotland  
Programme Manager 
Independent Healthcare Team 
Gyle Square, 1 South Gyle Cresent 
Edinburgh 
EH12 9EB
Tel: 0131 623 4342
Email: his.ihcregulation@nhs.scot