COMPLAINTS POLICY

It is our highest demand to always deliver the best quality and to satisfy our customers. However, if you are unhappy with your treatment or the services you have received, it is important that you let us know so that we can improve.

OUR AIMS & OBJECTIVES

  • We aim to provide a service that meets the needs of our clients and we strive for a high standard of treatments.
  • We welcome suggestions from clients and from our staff about the safety and quality of service, treatment and care we provide.
  • We are committed to an effective and fair complaints system.
  • We support a culture of openness and willingness to learn from incidents, including complaints.

OUR COMPLAINTS PRINCIPLES

  • Clients are encouraged to provide suggestions, compliments, concerns and complaints and we offer a range of ways to do it.
  • All complainants are treated with respect, sensitivity and confidentiality.
  • All complaints are handled without prejudice or assumptions about how minor or serious they are. The emphasis is on resolving the problem.
  • Clients and staff can make complaints on a confidential basis or anonymously if they wish, and be assured that their identity will be protected.
  • Clients will not to be discriminated against or suffer any unjust adverse consequences as a result of making a complaint about standards of care and service.

MANAGING COMPLAINTS

  • All staff are expected to encourage clients to provide feedback about the service, including complaints, concerns, suggestions and compliments.
  • Staff are expected to attempt resolution of complaints and concerns at the point of service, wherever possible and within the scope of their role and responsibility.

RESOLUTION

The process of resolving the problem will include:

  • an expression of regret to the user for any harm or distress suffered;
  • an explanation or information about what is known, without speculating or blaming others;
  • considering the problem and the outcome the user is seeking and proposing a solution
  • and confirming that the service user is satisfied with the proposed solution. responsibilities.

Our staff will consult with their manager if addressing the problem is beyond their responsibilities.

IF THE COMPLAINT IS NOT RESOLVED

Complaints that are not resolved at the point of service, or that are received in writing and require follow up, are regarded as formal complaints. If the complaint is not resolved at the point of service, staff are expected to provide the complainant with the formal complaints policy. Our central customer service coordinates resolution of formal complaints in close liaison with the staff who are directly involved.

PROMOTING FEEDBACK

You can give us feedback in a number of ways:

  • Verbally to a member of staff;
  • Via email to info@m1-beauty.co.uk;
  • Via an independent review site such as Google or Trustpilot.

TIMEFRAMES

    Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible. We shall acknowledge complaints within 3 working days and aim to have investigated the complaint within 21 working days of the date when it was raised.