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Womenline Ltd Complaints Policy
Womenline Ltd is committed to providing a high quality service to all our clients. We are very keen to hear of any situations where we have fallen short of both your expectations and the expectations set by the Collaborator’s salon, so that we can continue to improve our standards and service to all our clients.
Below is the process our Collaborator’s and staff have to follow to deal with any such issues
In the first instance any complaint, no matter how small, must be raised to the Company Directors (either directly, or via the Collaborator) within three (3) weeks of the client’s original appointment.
If the complaint is made via email or the phone, it is advised that a follow up call is made to confirm that Management is aware. We will invite you into the Collaborator’s salon, were a senior and independent member of staff will examine your skin (possibly with the original beautician) and recommend a solution to any issue. Most issues can be resolved to everyone’s satisfaction in this way.
We will always try to rectify any issue in the salon immediately because our aim is to ensure are happy with the results, but if you are still unhappy with the service provided and wish to continue with the complaint, it would need to be put in writing (together with any proofs and photographs) to:
Womenline Ltd Complaints, Flat 2a, 3 Casselbank Street, Edinburgh, England, EH6 5HA
Alternatively, it can be emailed to firstname.lastname@example.org
While we rarely receive complaints about our service we believe that is important for any quality focused business to have a published Complaints Procedure which is clear for not only our clients, but our Collaborators as well.
We will endeavour to complete our investigation and reach a conclusion as soon as is possible. The length of time this will take will be determined by the complexity of the complaint and the extent of the investigation required. In any event we will report to you on progress as outlined below:
Within 4 weeks from the date of receiving your complaint – if we have been unable to complete our investigation and issue a final response letter to you we will write to you and explain why we are not yet in a position to resolve the complaint and indicate when we will be making further contact.
By the end of 8 weeks from the date of receiving your complaint – if we have been unable to complete our investigation and issue a final response letter to you we will write explaining why we are still not in a position to make a final response, giving reasons for the further delay indicating when we expect to be able to make a final response.
We believe that the complaints should be resolved within eight (8) weeks. If the complaint hasn’t been resolved by going through our complaints procedure, the client can contact a certified Alternative Dispute Resolution (ADR) provider at his own choice and cost.
Alternative Dispute Resolution involves using a mediator as an alternative to taking expensive legal action. A mediator is an independent third party who listens to both sides and helps the client and the provider work towards a fair and reasonable compromise which, if agreed, becomes legally binding.
We also encourage anyone who has been dissatisfied with our service in any way to let us know so that we can continue to improve.