Complaints Policy.

Our aim is to provide the best service possible, and while we always strive to achieve this, there will be times when the client is unhappy with the service. We aim to handle complaints quickly in an effective, fair and honest way.

If you have any complaint or concern about the service you have received from Sleek Aesthetics, you are entitled to ask for an explanation. We hope that we can resolve your problem easily and promptly, often at the time the problem arises and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint we would like you to do so as soon as possible. This will enable us to establish what happened more easily.

The policy aims to ensure that:

All members of the public know how to feedback to Sleek Aesthetics and the process of making a complaint is simple;

All staff treat feedback seriously and deal with it promptly, efficiently, courteously and keep the customer informed of the progress;

Improved customer relations are built by resolving feedback during the initial stages wherever possible.

All feedback is recorded and monitored so that we learn from feedback and take action to improve services.

The Definition of a Complaint

A complaint is…

“An expression of dissatisfaction regarding Sleek Aesthetics standard of training, service, action or lack of action”.

Please note that a complaint is not “An initial request for a service to be delivered”.

Who Can Make a Complaint?

Any member of the public or their representatives, staff, businesses, public and voluntary bodies can make a complaint about Sleek Aesthetics.

How a Complaint Can be Made

· Verbally – To a member of staff

· Email – in the ‘contact us’ area of the site or Lauren@Sleek-Aesthetics.co.uk

· Letter– to the workplace

37 Station Road

Beaconsfield

HP9 1QG

The Complaints Process

1. All complaints are addressed to the customer service manager. A response should be made within 5 working days. This is regardless of how the complaint or expression of dissatisfaction is made. This may be via email or telephone call to make sure we fully understand your complaint.

2. If you feel the response to your complaint under stage one is unsatisfactory, the next stage is for the complaint to be referred to the Management Team who will conduct a full investigation and liaise with any additional staff whose information may help resolve the complaint. We aim to respond within 28 days. We will keep you informed throughout our investigation.  If you feel the response to your complaint is still not satisfactory, you must advise us within one calendar month of the date of the response from Stage 2 otherwise the case will be closed. 

Confidentiality

All complaints are treated with confidentiality in mind. Only the customer service manager will be aware that a complaint has been received and is being dealt with. 

Anonymous requests will be acted upon, however it is better to provide contact details so that the complainant can be informed of the outcome.

Equalities Statement

Sleek Aesthetics aims to handle all complaints fairly and honestly regardless of who makes a complaint. Sleek Aesthetics treats all members of the community equitably and will not show bias to any particular individual or group.