Purple Patchouli Salon Complaints Policy
Our aim is to provide the best service possible, and while we always strive to achieve this, there will be times when the client is unhappy with the service. We aim to handle complaints quickly in an effective, fair and honest way.
The Definition of a Complaint
A complaint is…
“An expression of dissatisfaction regarding Purple Patchouli Salon standard of training, service, action or lack of action”.
Please note that a complaint is not “An initial request for a service to be delivered”.
The policy aims to ensure that:
All members of the public know how to feedback to Purple Patchouli Salon and the process of making a complaint is simple;
All staff treat feedback seriously and deal with it promptly, efficiently, courteously and keep the customer informed of the progress;
Improved customer relations are built by resolving feedback during the initial stages wherever possible.
All feedback is recorded and monitored so that we learn from feedback and take action to improve services.
The Complaints Process
- Stage One
The customer should file their complaints within the following two days after the service has been done. All complaints are addressed to the manager. A response should be made within 5 working days. This is regardless of how the complaint or expression of dissatisfaction is made.
- Stage Two
If you feel the response to your complaint under stage one is unsatisfactory, the next stage is for the complaint to be referred to the Management Team who will investigate further and liaise with any additional staff whose information may help resolve the complaint. You will receive a response within 5 working days.
- Stage Three
If you feel the response to your complaint is still not satisfactory, you must advise us within 3 working days of the date of the response from Stage 2 otherwise the case will be closed. The Director will then conduct an Internal Review.
At this stage all communication will be with Director. A full response will normally be received within 10 days.
All complaints are treated with confidentiality in mind. Only the manager will be aware that a complaint has been received and is being dealt with. Where the complaint extends to the training service, whilst the tutor may be requested to provide information to satisfy the complaint, this will be handled appropriately as to not prejudice further training or assessments.
Anonymous requests will be acted upon, however it is better to provide contact details so that the complainant can be informed of the outcome.
Aggressive or Obsessive Complaints
Purple Patchouli Salon wants to deal fairly and honestly with complainants and ensure that other users, clients and staff do not suffer detriment from persons making vexatious complaints. Purple Patchouli Salon solicitors will write to vexatious complainants to inform them that their behavior is considered to be unacceptable.
Complaints about Products and manufacturers
Purple Patchouli Salon recognizes complaints regarding products and equipment supplied through ourselves, and any organization contracted to work or supply Purple Patchouli Salon, and will seek to resolve such complaints.
Purple Patchouli Salon will forward complaints received in respect of other organizations to the appropriate bodies.
Purple Patchouli Salon aims to handle all complaints fairly and honestly regardless of who makes a complaint. Purple Patchouli Salon treats all members of the community equitably and will not show bias to any particular individual or group.
Matters that are Outside the Policy
The following matters are not included in this policy:
Complaints which are subject to legal proceedings
All complaints are logged and recorded and analyzed as part of the customer service satisfaction procedure.