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Complaints Policy
Our Commitment At Lavish Aesthetics (Clinic) Limited, our aim is to provide the highest standard of service at all times. While we always strive to meet and exceed client expectations, we recognise that there may be occasions where a client feels dissatisfied. We are committed to handling complaints promptly, fairly, honestly, and effectively, with the intention of achieving a clear and respectful resolution.
Purpose of This Policy This policy aims to ensure that: All members of the public understand how to provide feedback to Lavish Aesthetics (Clinic) Limited,, and that the complaints process is clear and accessible. All staff treat feedback seriously and deal with it promptly, efficiently, and courteously, while keeping clients informed of progress. Customer relationships are strengthened by resolving concerns at the earliest possible stage. All complaints are recorded, monitored, and reviewed so that we can learn from feedback and continuously improve our services.
How to Make a Complaint Complaints can be via email to the managing directors -
Mark@laviish-collection.co.uk
Denise@lavish-collection.co.uk
Stage 1
All complaints should initially be directed to the practitioner who delivered your treatment. A response will be provided within14 working days, regardless of how the complaint was received.
Stage 2
Escalation to Management If you are dissatisfied with the Stage 1 response, the complaint may be escalated to the managing director(s) for further investigation. This may involve reviewing records and liaising with any relevant staff members to establish the full circumstances. A full response will be issued within 28 working days. If additional time is required, an interim response will be provided outlining when a full reply can be expected.
Stage 3
If you remain dissatisfied following Stage 2, you must notify us within 7 days of the Stage 2 response. After this timeframe, the case will be considered closed. An Internal Review will then be conducted by the managing Directors (if not already involved). A full and final response will be sent within 14 days from further communcation
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