At The Beauty Rooms Medi Spa, we are committed to providing high-quality services and maintaining open, transparent, and responsive communication with our customers, employees, and stakeholders. We recognize that, from time to time, concerns or complaints may arise. This policy outlines our approach to handling complaints in a fair, efficient, and timely manner.

Definition of a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of our business or service, including but not limited to:

• The quality of our products or services
• The behaviour of our staff or representatives
• Our policies or practices
• Any perceived unfair treatment or discrimination

How to Make a Complaint

Complaints can be made in the following ways:

• In person: By speaking with a member of our team in our salon
• By phone: 01275 855 486
• By email: info@thebeautyroomsmedispa.co.uk
• In writing: 132A High Street, Nailsea, Bristol, BS48 1AH

Complaint Handling Process

• Acknowledgment: We will acknowledge receipt of your complaint within 3 working days of receipt.
• Investigation: We will conduct a thorough investigation of the complaint. This may involve gathering information, interviewing relevant parties, and reviewing relevant documents and processes.
• Resolution: We aim to resolve all complaints quickly. If the complaint is complex and requires more time, we will keep you informed of the progress and expected resolution time.
• Response: Once the investigation is complete, we will communicate the outcome to you, including any actions we have taken or plan to take.
• Appeal: If you are not satisfied with the outcome, you may request a review of the decision. Details on how to appeal will be provided in our response.

Confidentiality

All complaints will be handled with the utmost confidentiality. Information will only be shared with those who need it to resolve the issue or as required by law.

Continuous Improvement

We are committed to learning from complaints to improve our services and processes. We ensure that any complaints are regularly reviewed to ensure that we address the root causes and implement changes where necessary.

Contact Information

For any questions or further information about this policy, please contact Amanda Simpson:

• By phone: 01275 855 486
• By email: info@thebeautyroomsmedispa.co.uk