At Esteem Life Medical Group, we are committed to providing high-quality care and excellent service. If something does not meet your expectations, we encourage you to let us know. We view complaints as an opportunity to improve our services.
How to Raise a Complaint
You can raise a concern by speaking to a member of staff or the Clinic Manager, or by emailing info@esteemlife.co.uk. Many concerns can be resolved quickly at the time.
Formal Complaints Process
Complaints can be made verbally or in writing. If you are complaining on behalf of someone else, we may require written consent. All complaints are handled confidentially and respectfully.
What Happens Next
We will acknowledge your complaint within 5 working days. A full response is usually provided within 10 working days. If more time is needed, we will keep you updated.
Our Approach
We will listen to your concerns, treat you fairly, investigate thoroughly, and provide a clear outcome. Your feedback helps us improve our services. Raising a complaint will not affect your care.
If You Are Not Satisfied
You may escalate your complaint to:
Healthcare Improvement Scotland
Independent Healthcare Services Team
Gyle Square
1 South Gyle Crescent
Edinburgh EH12 9EB
Email: his.ihcregulation@nhs.scot
Our Commitment
All complaints are recorded and reviewed to support continuous improvement in quality and safety.