Complaints & Feedback

MAL Sverige™ welcomes complaints, suggestions and feedback concerning our services. We aim to handle every matter objectively, respectfully and promptly. You may contact us even if you are not yet a customer.

Email: info@nordicskinklinik.se

Telephone: +46 70 624 11 79

Post: Care Links Sweden AB (MAL Sverige™), Tömvägen 44, 193 91 Sigtuna, Sweden.

Please describe the service or agreement concerned, what happened, when it occurred, and how we can contact you. You may also indicate your preferred resolution. Do not send Swedish personal identity numbers, patient records, patient photographs or other sensitive information by ordinary email or through the general website contact form. If such information is needed, we will direct you to an appropriate secure channel.

We record and assess incoming complaints, acknowledge receipt and respond as soon as reasonably possible. We may request additional information to investigate.

Our service targets are to acknowledge receipt within five business days and provide an initial substantive response within 15 business days. These are service objectives, not statutory guarantees. If further investigation is needed, we will explain the next steps.

For contractual complaints, we may propose corrective action, clarification or another remedy in accordance with the contract and applicable law.

If your complaint concerns healthcare, an injection treatment, a complication or the conduct of staff at a clinic, you should first contact the healthcare provider or clinic that performed the treatment. The provider is responsible for receiving and responding to complaints about its own care under applicable rules.

If your complaint concerns a medical action involving a physician associated with MAL Sverige™, you may also contact us. We will help identify the appropriate responsible party and address matters relating to our own engagement and professional responsibilities. A MAL agreement does not automatically make Care Links Sweden AB the healthcare provider for all treatments performed at an affiliated clinic.

For acute illness, serious complications or immediate danger, do not wait for a response to a complaint. Seek appropriate urgent medical care or call 112 in an emergency.

The Swedish Health and Social Care Inspectorate (IVO) supervises matters within its remit and may examine certain complaints under applicable rules. See www.ivo.se for eligibility and procedures.

A regional Patient Advisory Committee (patientnämnd) may provide assistance for matters within its statutory remit. Its jurisdiction does not automatically extend to every private aesthetic treatment. Check whether the relevant committee can assist.

Where patient injury is suspected, patient insurance and compensation questions may need to be addressed with the relevant healthcare provider and insurer. Other legal routes may be available depending on the treatment and circumstances.

We process contact details and complaint information to receive, investigate, respond to and document your matter. Access is limited to authorised personnel and information is retained only as necessary or legally required.

Where a matter involves patient data or other particularly sensitive information, we use separate secure procedures. Healthcare information may be subject to specific confidentiality, professional secrecy and record-keeping rules.

See our privacy policy at www.malsverige.se/en/integritetspolicy and information about data-protection requests at www.malsverige.se/en/dataskydd.

MAL Sverige™ is operated by Care Links Sweden AB, Swedish company registration number 559292-8633.

Address: Tömvägen 44, 193 91 Sigtuna, Sweden. Telephone: +46 70 624 11 79. Email: info@nordicskinklinik.se.