Complaints Procedure

Mobile Beauty Therapist Complaints Procedure

 

Providing an excellent customer service is important to Mobile Beauty Therapist and in the vast majority of cases this is exactly what you will receive. However, just very occasionally, something can go wrong and a customer, unfortunately, has cause to complain. If this happens, we will always acknowledge receipt of your complaint within 5 working days and do everything we can to speedily resolve the problem.

This can usually be best achieved by contacting the person you originally dealt with within 48 hours of the issue.

That person will expect to hear from you if you are unhappy and will aim to resolve your complaint on the same day. Whilst mobile beauty therapist would like to hear from you by telephone, should you decide to e-mail us, we will contact you with the same objective in mind.

Sometimes a simple re-visit by our mobile beautician may be necessary to rectify any issues free of charge but a small travelling charge may be requested to cover fuel costs.

If an immediate solution cannot be achieved because further investigation is necessary, mobile beauty therapist will let you know straight away.

Should our investigation take longer than anticipated, which will only happen if the circumstances are particularly complex, we will explain why and we will make sure you are provided with regular updates. Mobile beauty therapist will not normally allow any complaint to be unresolved for more than 4 weeks, as we will always agree a course of action with you within this time.

Any investigation will be overseen by a specially selected and trained mobile beauty therapist staff member – we call them Customer Liaison Supervisors, and they represent every part of our business.

If at any time you are unhappy with the progress or outcome of our investigations, please do not hesitate to contact mobile beauty therapist and request the Customer Liaison Supervisor.

Alternatively, you can contact our Designated Representative by:

Email

In the unlikely event that you are still unhappy with how your complaint is being handled or resolved, we have in place an escalation procedure which means that you can request the involvement of an appropriate manager. One of our Senior Customer Liaison Supervisors will facilitate this for you. You can contact them using the details above.

If, at the end of this process, you still remain dissatisfied with the outcome, you have the right to take your complaint to the appropriate bodies.

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