We Value Your Feedback

At Derma Medical, we take complaints seriously. If you have concerns about our content, services, or practices, we want to hear from you. This page explains how to lodge a complaint and what you can expect from our process.

How to Lodge a Complaint

Submitting a complaint is simple:

• Visit our Contact page
• Use the contact form and indicate that your message is a complaint

We will receive your complaint and respond to you as quickly as possible. Please include as much detail as possible about your concern so we can investigate thoroughly.

What We Handle

We handle complaints relating to:

• Content accuracy – If you believe information on our site is inaccurate or outdated
• Content relevance – If you find content inappropriate or harmful
• User experience – Issues with navigating or using our website
• Professional conduct – Concerns about how our team has treated you
• Privacy or data handling – Concerns about how your personal information is managed
• Regulatory or compliance issues – Concerns about whether we meet professional or legal standards

What to Expect

When you submit a complaint, here’s what happens:

• Acknowledgment – We acknowledge receipt of your complaint within 2 business days
• Investigation – Our Compliance Lead oversees the investigation process and ensures complaints are reviewed fairly and appropriately. For content-related complaints, this may involve medical review and fact-checking.
• Response – We provide a detailed response within 10 business days. If we need more time, we will inform you
• Resolution – If your complaint is upheld, we will explain what action we are taking (e.g., correcting content, updating policies, etc.)
• Feedback  -We welcome feedback on how we handled your complaint

Confidentiality

We treat all complaints confidentially. We only share information with people directly involved in investigating and resolving your complaint, unless legally required to do so.

What Happens After Resolution

Once your complaint is resolved, we:

• Document the complaint and our response – This helps us identify patterns and improve
• Take corrective action – If we identified a problem, we fix it (e.g., update content, revise processes)
• Learn and improve – We use complaints as feedback to enhance our services and content quality

If You’re Not Satisfied With the Outcome

If you are unhappy with the outcome of your complaint, you can ask for it to be reviewed by our Compliance Lead (or another appropriate senior member of our team).

Where appropriate, you may also choose to raise your concern with the relevant external organisation. For example:

• The Advertising Standards Authority (ASA) for concerns relating to advertising or marketing claims.
• The appropriate professional or regulatory body if your complaint relates to clinical content or professional standards.

We will provide information on the appropriate next steps where applicable.

Contact Us

Ready to lodge a complaint or escalate an existing one?

• Visit our Contact page and submit your complaint via the contact form

We appreciate you taking the time to help us improve. Your feedback matters.