Skalp UK aims to provide the very best of care to every client. We take any complaint extremely seriously and deal with it in accordance with our Company Complaints Policy. As well as resolving your problem, we also learn from your experience and feedback to improve upon our service for the future. We will do our best to deal with any issues as soon as we can
and encourage you to discuss your concerns with a member of our team when they arise. However, if you do wish to take the matter further, your next step is to make a formal complaint. You can do this by emailing [email protected]

What to include?

• The nature of your complaint
• Names and positions of any staff members involved
  (if known)
• When the events took place
• Any action you may have already taken
• What we can do to resolve your complaint

A Director will send a written acknowledgement within three working days of receipt of your complaint, unless a full response to your concerns is able to be provided within five working days. You will be invited to meet with the a Director and/or a Senior Manager to discuss your concerns in person and how the investigation will proceed. A Director will conduct a
thorough investigation with a full complaint outcome provided within twenty working days. On occasion it may not be possible
to speak to all staff to conclude the investigation within these timeframes and you will be kept informed of this. More serious complaints may require a more detailed investigation and longer time frame to respond. In these circumstances we will keep in regular contact with you.

Complaints should be made within 6 months from the point of concern.

If a complaint is made outside of these timeframes it may not be able to be investigated due to the length of time since the incident occurred. Please also note that if you do not respond to a letter detailing the outcome of your complaint within 3 months the complaint will be closed.