How we handle complaints about The Aesthetics Collective

It is your right to be able to speak to us about the service you or your business have received from The Aesthetics Collective.

You have the right to:

• give feedback about our services

• make comments about our services

• raise concerns about our services

• make complaints about our services

How to submit a complaint to us

You can make a complaint to us about the following:

• delays

• failing to provide a service

• inadequate standard(s) of a service

• dissatisfaction with any of our policies

• treatment by or attitude of a staff member

• environmental or domestic issues

• operational and/or procedural issues

• our failure to follow appropriate processes

• difficulty in making contact with us for queries

You can make your complaint in person, by phone or by email

The Aesthetics Collective, Unit 1,

106 Hamilton Road, Motherwell,

Lanarkshire, ML1 3EH

mail@theaestheticscollective.com

call: 01698 537353

How we deal with complaints

We have a two-stage complaints procedure when dealing with complaints about our organisation.

Stage one: early, local resolution

In the first instance we encourage individuals to discuss feedback, comments, concerns, or complaints with the staff most involved. This is so that where possible, issues can be resolved as quickly and informally as possible.

We will always try to resolve your complaint quickly, within five working days if we can. If you are unhappy with our response, you can ask us to consider your complaint at stage two.

Stage two: investigation

We will look at your complaint at this stage if you are dissatisfied with our response at stage one. We will also look at some complaints immediately at this stage if they are complex or need detailed investigation.

We will acknowledge your complaint within three working days. We will give you our decision as soon as possible. This will be after no more than 20 working days unless there is clearly a good reason for needing more time.

Further information on our complaints procedure and how to make complaint can be found here.