Complaints Procedure

At WLO Ltd, we are committed to providing the highest standard of care and service to all our patients. If you are dissatisfied with any part of your experience, we take your concerns seriously and encourage you to share them so that we can address the issue promptly and fairly.

1. How to Make a Complaint

If you wish to make a complaint, please do so in writing by email:

📧 info@theskinnyjab.co.uk
📍 Or in writing to:
Complaints Department
WLO Ltd, The Yewtree, High Street, Wrexham, LL12 8RF, United Kingdom

Please include the following:

• Your full name

• Date of birth

• The email address used when registering

• A clear description of your complaint

• Any relevant dates, names, or supporting evidence

2. What Happens Next

Step 1: Acknowledgement

• We will acknowledge your complaint within 5 working days of receipt.

Step 2: Investigation

• Your complaint will be reviewed by our Complaints Manager and relevant team members.

• We may contact you for further information or clarification.

• Where applicable, a clinician may be consulted regarding clinical matters.

Step 3: Response

• A formal written response will be issued within 21 working days.

• If more time is needed, we will inform you and provide an estimated timeframe.

3. Outcomes

We aim to:

• Resolve your complaint fairly and transparently

• Offer an explanation, an apology (if appropriate), and steps taken to prevent recurrence

• Outline any corrective actions or compensation (if applicable)

Please note:

• Clinical decisions are final and cannot be overturned if they were made in line with best practice and prescribing guidelines.

• No refund or replacement will be issued where it contradicts the company's published policies or UK prescription medicine law.

4. Escalating a Complaint

If you are dissatisfied with the outcome of your complaint, you may escalate it by requesting a Senior Review within 14 days of receiving our final response.

5. Unacceptable Behaviour

We operate a zero-tolerance policy regarding abusive, threatening, or aggressive behaviour. If a complaint is submitted using inappropriate or offensive language, we reserve the right to terminate the communication or take further action if necessary.

6. Confidentiality

All complaints are handled confidentially and in accordance with UK GDPR. Your privacy and personal information are protected throughout the process.

7. Contact Information

📧 info@theskinnyjab.co.uk
📍 WLO Ltd, The Yewtree, High Street, Wrexham, LL12 8RF