Patient feedback and complaints
Complaints Policy
Glasgow Hair Transplant Clinics is committed to treating patients respectfully, communicating clearly and responding properly when concerns are raised. This policy explains how patients, visitors or representatives can make a complaint and how we aim to review concerns fairly and confidentially.
1. Purpose of this policy
The purpose of this policy is to make it clear how complaints can be raised, how they will be handled, and what patients can expect from Glasgow Hair Transplant Clinics when a concern is reported.
We welcome feedback because it helps us identify where communication, care, aftercare, administration or patient experience can be improved.
2. Who can make a complaint?
You can complain if you are:
- a current patient;
- a past patient;
- someone who has attended a consultation;
- a person enquiring about treatment;
- a representative acting with the patient’s permission.
Complaints by representatives
If someone complains on behalf of a patient, we may need written permission from the patient before discussing personal information, clinical details or treatment records.
This protects confidentiality and ensures information is only shared appropriately.
3. What can a complaint be about?
Complaints may relate to any part of the patient journey, including initial enquiry, consultation, procedure planning, surgery, aftercare, communication, billing or the way a concern has been handled.
Clinical or treatment concerns
- consultation or assessment experience;
- treatment planning or suitability discussion;
- consent, risks or expectations;
- procedure-day experience;
- aftercare advice or follow-up;
- concerns about healing, shedding or outcome.
Service or communication concerns
- delays in response;
- appointment handling;
- staff conduct;
- billing or payment communication;
- website, advertising or information concerns;
- privacy or confidentiality concerns.
4. How to make a complaint
Complaints should ideally be made in writing so there is a clear record of the concern. Email is usually the fastest and clearest route.
Complaints contact details
Email: complaintsghtc@gmail.com
Phone: 0141 363 0019
Post: Glasgow Hair Transplant Clinics, Tay House, 300 Bath St, Glasgow G2 4JR
What to include
- your full name and contact details;
- the date of consultation, procedure or contact;
- what happened and why you are unhappy;
- names of staff involved, if known;
- supporting documents, photos, emails or messages;
- what outcome you are seeking.
5. How we handle complaints
We aim to handle complaints fairly, confidentially and without judgement. A complaint should not affect a patient’s right to receive appropriate follow-up or aftercare.
| Stage | What happens | Typical aim |
|---|---|---|
| 1. Acknowledgement | We record the complaint and confirm it has been received. | We aim to acknowledge receipt within 3 working days. |
| 2. Review | We review the concern, relevant records, correspondence and staff information where appropriate. | We may contact you for further details. |
| 3. Investigation | We consider what happened, whether anything went wrong and whether action is required. | Handled as promptly and fairly as possible. |
| 4. Response | We provide a response explaining the outcome, findings and any proposed next steps. | We aim to respond within 20 working days where possible. |
| 5. Further update | If the complaint is complex and more time is needed, we aim to explain the reason for any delay. | You should not be left without an update. |
6. Confidentiality
Complaints are handled confidentially and shared only with people who need to review, investigate or respond to the concern.
We may need to check relevant information such as appointment records, consultation notes, treatment records, photographs, messages, aftercare notes or payment records to understand what happened.
If a complaint involves another person’s personal information, we will take care to protect confidentiality and may not be able to disclose all details.
7. Complaints about clinical outcome
Hair restoration outcomes vary between patients. Redness, swelling, scabbing, shedding, temporary shock loss and a slow growth timeline can occur after treatment. A concern about your result will still be reviewed, but it may need to be considered against your treatment date, healing stage, graft plan and expected timeline.
Useful recovery pages
If your concern relates to healing
Include your treatment date, symptoms, photographs in good lighting, any medication used and any aftercare advice you have already followed.
8. Learning from complaints
Complaints can help identify improvements in patient information, communication, consent, aftercare, appointment handling, staff training or website content.
Where appropriate, we may use complaint outcomes to review internal processes and reduce the chance of similar concerns happening again.
9. If you are not satisfied with our response
We will try to resolve complaints directly and fairly. If you remain dissatisfied after receiving our response, you may be able to seek further advice or raise your concern with an appropriate external body depending on the nature of the complaint.
Healthcare Improvement Scotland
Healthcare Improvement Scotland publishes information about complaints relating to independent healthcare services in Scotland.
General Medical Council
If your concern relates to a doctor’s professional conduct or fitness to practise, the GMC provides information on raising concerns about doctors.
Policy contact details
Glasgow Hair Transplant Clinics
Address: Tay House, 300 Bath St, Glasgow G2 4JR
Phone: 0141 363 0019
Complaints email: complaintsghtc@gmail.com
Version control
Policy name: Complaints Policy
Clinic: Glasgow Hair Transplant Clinics
Review: This policy should be reviewed periodically and updated when clinic processes, contact details or regulatory guidance changes.
External guidance: Healthcare Improvement Scotland · GMC concerns · GMC cosmetic interventions guidance
Patient feedback and complaints
Complaints Procedure
Glasgow Hair Transplant Clinics aims to provide a professional, respectful and safe service. If you are unhappy with any part of your consultation, treatment, communication, aftercare or experience with us, we want to hear about it so your concern can be reviewed properly.
How to make a complaint
You can raise a complaint by email, phone or post. Email is usually the clearest option because it gives you space to explain what happened and allows us to keep an accurate written record.
Complaints contact details
Email: complaintsghtc@gmail.com
Phone: 0141 363 0019
Post: Glasgow Hair Transplant Clinics, Tay House, 300 Bath St, Glasgow G2 4JR
What to include
- your full name and contact details;
- the date of your consultation, procedure or contact with the clinic;
- the name of any staff member involved, if known;
- a clear description of what happened;
- any documents, photos, emails or messages that may help;
- what outcome you are looking for.
What happens after you complain?
We aim to handle complaints fairly, confidentially and without judgement. Raising a complaint should not affect your right to receive appropriate follow-up or aftercare.
| Stage | What happens | Typical aim |
|---|---|---|
| 1. Complaint received | Your complaint is logged and reviewed by an appropriate person within the clinic. | We aim to acknowledge receipt within 3 working days. |
| 2. Initial review | We review your concerns, any relevant records, correspondence and staff input where needed. | We may contact you for further information. |
| 3. Investigation | The clinic considers what happened, whether anything went wrong and whether any action is needed. | Handled as promptly and fairly as possible. |
| 4. Response | You receive a response explaining the outcome, any findings and any proposed next steps. | We aim to respond within 20 working days where possible. |
| 5. Further review | If more time is needed, we aim to keep you updated and explain the reason for any delay. | You should not be left without an update. |
What you can complain about
Care and treatment concerns
- consultation experience;
- treatment planning or suitability discussion;
- consent, risks or expectations;
- procedure-day experience;
- aftercare communication;
- recovery support.
Service concerns
- communication delays;
- appointment handling;
- staff conduct;
- billing or payment concerns;
- website or advertising concerns;
- privacy or confidentiality concerns.
Confidentiality and patient records
Complaints are handled confidentially and shared only with people who need to review or respond to the issue. We may need to check relevant records, appointment details, messages, photographs or aftercare notes to understand what happened.
If you are complaining on behalf of someone else, we may need that person’s permission before discussing their care or personal information with you.
Complaints about clinical outcome
Hair transplant results vary between patients. Shedding, temporary shock loss, redness, swelling and a slow growth timeline can occur after treatment. A concern about your result should still be taken seriously, but it may need to be reviewed against your treatment date, graft plan, healing stage and expected hair transplant timeline.
Useful pages
Send clear information
If your complaint relates to healing or results, include your treatment date, current symptoms, photographs in good lighting and any aftercare advice you have already followed.
If you are not satisfied with our response
We will try to resolve complaints directly and fairly. If you remain dissatisfied after receiving our response, you may be able to seek further advice or raise your concern with an appropriate external body depending on the nature of the complaint.
Healthcare Improvement Scotland
Healthcare Improvement Scotland regulates independent healthcare services in Scotland and publishes information about complaints relating to independent healthcare services.
General Medical Council
If your concern is about a doctor’s fitness to practise or professional conduct, the GMC explains how concerns about doctors can be raised.
Related clinic information
Our Glasgow clinic
Address: Tay House, 300 Bath St, Glasgow G2 4JR
Phone: 0141 363 0019
Complaints email: complaintsghtc@gmail.com
Frequently asked questions
How do I make a complaint?
You can email complaintsghtc@gmail.com, call 0141 363 0019, or write to Glasgow Hair Transplant Clinics, Tay House, 300 Bath St, Glasgow G2 4JR.
What should I include in my complaint?
Include your name, contact details, date of consultation or treatment, a clear description of what happened, any supporting evidence and what outcome you are seeking.
Will my complaint affect my aftercare?
No. Raising a complaint should not affect your right to appropriate follow-up or aftercare.
Can someone complain on my behalf?
Yes, but we may need your consent before discussing your care or personal information with another person.
How quickly will you respond?
We aim to acknowledge complaints within 3 working days and respond within 20 working days where possible. If a complaint needs more time, we aim to keep you updated.
What if my complaint is about a medical problem after surgery?
If you have urgent symptoms such as severe pain, heavy bleeding, signs of infection, breathing difficulty or an allergic reaction, seek urgent medical advice. You can still raise a complaint separately.
What if I am unhappy with the response?
If you remain dissatisfied after the clinic response, you may be able to seek advice from an appropriate external body depending on the nature of the complaint.
Can I complain about communication or admin issues?
Yes. Complaints can relate to communication, appointments, staff conduct, billing, privacy, aftercare or treatment concerns.
Raise your concern
The quickest way to raise a complaint is by email. Please include as much clear information as possible so the concern can be reviewed properly.
External guidance: Healthcare Improvement Scotland · GMC concerns · GMC cosmetic interventions guidance