Terms of service

At Emma Martin Aesthetics, we strive to provide the highest quality of care and treatment to all our clients. However, we understand that there may be times when our services do not meet your expectations. We value your feedback and are committed to resolving any issues you may encounter. Below is our detailed complaints procedure.

 

1. Understanding the Complaints Procedure

We encourage any client who feels dissatisfied with any aspect of our service or treatment to inform us directly. This enables us to address your concerns promptly and improve our services.

 

2. Making a Complaint

Step 1: Informal Complaint

  • If you have an immediate concern, we recommend discussing it with the staff member involved or the clinic manager at the time of your visit. Many issues can be resolved quickly through direct communication.

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Step 2: Formal Complaint

  • If you feel your concern has not been adequately addressed, please follow the formal complaints procedure outlined below:

 

a. Submitting Your Formal Complaint

  • Written Submission: Please submit your complaint in writing (via email or postal mail) to:

    • Email: Emma@emmamartin.co.uk

    • Postal Address: Westfield Cottage, Church Road, Winkfield, Berkshire, SL44SF

  • Information to Include:

    • Your full name and contact details.

    • Date and time of your visit.

    • A detailed description of your complaint, including what you expected versus what occurred.

    • Any supporting documentation (e.g., receipts, photographs, etc.).

b. Time Frame

  • We aim to acknowledge receipt of your complaint within 5 business days. A thorough investigation will be conducted, and you can expect a detailed response within 20 business days. If additional time is needed, we will inform you accordingly.

 

3. Investigation Process

  • Once your complaint is received, we will:

    • Gather all relevant information, including staff accounts and any applicable documentation.

    • Conduct a fair and impartial review of the circumstances surrounding your complaint.

    • Consult with relevant staff or practitioners involved in your treatment.

 

4. Response to Your Complaint

  • After our investigation, we will provide you with a written response that includes:

    • A summary of your complaint.

    • Findings from our investigation.

    • Any action taken to address your concern.

    • Recommendations or changes to prevent similar issues in the future.

 

5. Resolution

  • Our goal is to resolve your complaint satisfactorily. Possible resolutions may include:

    • An apology.

    • A refund or compensation (where applicable).

    • Future treatment discount.

    • A change in treatment plan or practitioner, if desired.

 

6. Escalation of Your Complaint

  • If you remain dissatisfied with our response, you have the right to escalate your complaint to an external body. We will provide details on how to do so upon request.

 

7. Confidentiality

  • All complaints will be treated confidentially. Your personal information and the details of your complaint will only be shared with those involved in the resolution process.

 

8. Feedback and Improvement

  • We value your feedback as it helps us improve our services. Complaints are reviewed regularly to identify trends and implement necessary changes to enhance client satisfaction.

 

9. Contact Information

If you have any further questions about our complaints procedure or require assistance, please contact us at:

  • Phone: 07391456413

  • Email: emma@emmamartin.co.uk

Thank you for choosing Emma Martin Aesthetics. Your satisfaction is our priority, and we appreciate your feedback.