Complaints
Process
Lumé Med & co
At Lumé Med & Co, we are committed to delivering the highest standards of clinical care, professionalism, and client experience. However, we understand that there may be times when you feel dissatisfied with an aspect of your treatment or service. We take all concerns seriously and aim to resolve them promptly, fairly, and with transparency.
How to Make a Complaint
If you are unhappy with any aspect of your care, please contact us as soon as possible so that we can address your concerns directly.
You can make a complaint by:
Email: contact@lumemedco.co.uk
Post: Lumé Med & Co,
19 Kirkton Avenue
Dundee
In person: You can speak directly to Jennifer Mullen, Clinical Lead and Responsible Individual.
When submitting your complaint, please include:
• Your full name and contact details
• Details of your complaint, including relevant dates and names (if applicable)
• Any supporting documents or information
What Happens Next
Acknowledgement
We will acknowledge receipt of your complaint in writing within 3 working days.
Investigation
Your complaint will be investigated thoroughly by Jennifer Mullen (Clinical Lead). We may contact you for further information or clarification during this process.
Response
You will receive a written response within 20 working days, outlining our findings and any actions taken to resolve the matter.
If the investigation takes longer, you will be kept updated throughout.
If You Are Not Satisfied
If you are not satisfied with our response, you may escalate your complaint to:
Healthcare Improvement Scotland (HIS)
Telephone: 0131 623 4300
Email: his.comments@nhs.scot
Website: www.healthcareimprovementscotland.org
Healthcare Improvement Scotland is the regulatory body for independent clinics in Scotland.
Our Commitment
We take all complaints seriously and view them as an opportunity to learn and continually improve our standards. All complaints are handled confidentially and in accordance with our Complaints Policy and Data Protection Policy.
At Lumé Med & Co, your safety, satisfaction, and trust are at the heart of everything we do.