Complaints Procedure

At Dr. Soul Mugerwa, we aim to provide kind, professional and respectful care. If something has not met your expectations, please tell us. We take concerns seriously and use them to improve the service.

How to Raise a Concern or Make a Complaint

You can raise a concern or make a complaint in any of the following ways:

• Speak to us directly during or after your appointment
• Name: Dr. Soul Mugerwa
• Telephone: 0151 203 7840
• Email: info@skinjointclinic.co.uk
• Address: Higher Bebington Health Centre, Higher Bebington, Wirral, CH63 2LR.

If you need help to make your complaint, we can support you. You may also ask someone to act on your behalf with your permission.

What We Will Do

When you make a complaint, we will:

• Acknowledge receipt of your complaint within 3 working days.
• Review and investigate your concerns thoroughly.
• Provide a full written response with an explanation of our findings and any actions taken.

In most cases, we will send a full response within 20 working days. If there is any delay, we will keep you updated.

If You Remain Unsatisfied

If you are not satisfied with the outcome, you may escalate your complaint to the relevant independent body:

For Private Healthcare Complaints:

Independent Sector Complaints Adjudication Service (ISCAS)
Website: https://skinjointclinic.co.uk/

If your care involved an NHS service or referral pathways:

You may contact NHS England
Email: info@skinjointclinic.co.uk

Or, if you feel the issue relates to regulatory or safety concerns, you may contact:

Our Commitment

• With respect and confidentiality
• Without discrimination
• Without affecting your right to future care

Your feedback helps us improve our services.