Complaints Policy

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Introduction 

At BIBA Aesthetics LTD, we aim to maintain the highest standards of service. However, there may be instances when our clients or stakeholders feel that these standards have not been met. This procedure provides guidance on the steps to take if you wish to make a complaint. 

1. Purpose of the Procedure 
2. To provide a clear and transparent process for handling complaints. 
3. To ensure all complaints are dealt with promptly, fairly, and consistently. 
4. Scope 
5. This procedure applies to all complaints about any aspect of our service. 
6. How to Raise a Complaint 
7. Informal Complaint: Before initiating a formal complaint, we encourage you to communicate your concerns informally. This could be through a direct conversation or email with the individual or department involved. 
8. Formal Complaint: If you're not satisfied with the informal resolution or if the matter is of a serious nature, please proceed to the formal complaint process: 
9. Put your complaint in writing, detailing the nature of the complaint, the dates and times if possible, and any other relevant details. 
10. Send your written complaint through our contact page.
11. Handling the Complaint 
12. Upon receipt of your formal complaint, we will acknowledge it within [5] working days. 
13. A thorough investigation will be carried out, which may involve speaking to the involved parties and reviewing relevant documents. 
14. We aim to respond to all complaints with a resolution or update within [15] working days. If the investigation is likely to take longer, we will update you with a progress report. 
15. Appealing the Outcome 
16. If you're dissatisfied with the response or resolution of your complaint, you can appeal the decision by writing to the Senior Management through our contact page.
17. Appeals will be acknowledged within [5] working days and processed within [20] working days. 
18. Record Keeping 
19. All complaints, whether resolved informally or formally, will be logged and recorded for monitoring and continuous improvement purposes. 
20. Review 
21. This Complaints Procedure will be reviewed at least annually and updated as required to reflect best practice and comply with UK laws and regulations. 
22. Contact 

For any questions regarding this Complaints Procedure, please contact us through our contact page.