COMPLAINTS POLICY
I aim to provide a first-class service and do everything I can to ensure you are satisfied. If you feel that I have fallen short of this standard and you wish to complain, I will ask that you first make contact with me by telephone or email to explain that you are dissatisfied with an aspect of the service that you have received.
If you remain unhappy with the way that your complaint has been dealt with after speaking with me, then you should set out your complaint in writing to:
Remmy Jones
Remmy Jones Aesthetics
4 Horne Street (Annex)
Wakefield
WF2 8EA
Or my email at: remmyke1982@hotmail.com
In order to resolve your complaint, I would ask that you include the following information and evidence, if applicable:
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An outline of your complaint explaining why you feel that I have fallen short of my first-class service
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What you would like me to do to resolve the issue
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Any specific details that you feel would assist me with resolving your complaint. Including, but not limited to:
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The names of any advisors that you have spoken to in connection to your complaint
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The time and date of the incident
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Telephone number(s) and Address(es) that you have used to contact me
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Any written correspondence in connection with your complaint
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Any other document in support of our complaint
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On receipt of a complaint, I will fully investigate the issue(s) you have raised in your complaint and respond accordingly.
The timescales for dealing with a complaint are as follows:
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You will receive an “acknowledgement of receipt” of your complaint from me within 3 working days of receipt of your complaint.
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Within 10 working days of the acknowledgement, you will receive a full response.
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If I am unable to resolve the matter within 10 working days as stated above, I will provide you with a reason as to why I could not meet this timeframe and provide you with an estimate of when a full response will be received.
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After my final written response, I may deem the complaint closed. If I deem that the matter is closed, then I may reserve the right not to enter into any further correspondence.
I am a member of the Cosmetic Redress Scheme. If you remain unhappy with the response received from me and have exhausted my complaints procedure, you can contact the Cosmetic Redress Scheme to ask them to investigate your complaint. To take your complaint to the Cosmetic Redress Scheme, you must first have carried out the following:
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You have waited 8 weeks from the date of your written complaint to me for a response; and
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It is still within 6 months from my last communication with you regarding this complaint.
The Cosmetic Redress Scheme is a government-approved Redress Scheme that resolves complaints between Members and their consumers. The complainant must have exhausted the Member’s internal complaints procedure and remain dissatisfied with the Member’s response. The Cosmetic Redress Scheme is free to use for the complainant, and further information and guidance on how to resolve complaints is available via their website.
To make a complaint, please contact the Cosmetic Redress Scheme directly or visit their website and fill out a Complaints Form.
Cosmetic Redress Scheme
Premiere House
Elstree Way
Borehamwood
WD6 1JH
Website: www.cosmeticredress.co.uk
Email: info@cosmeticredress.co.uk
Telephone: 0345 362 3123