Coco Sands Complaints Policy

Complaints Manager: Heather Walker

Last Updated: June 2023

 

1. Introduction

At Coco Sands, we are committed to providing the highest quality salon services and ensuring our clients have a positive experience during their visits. We value your feedback and are dedicated to resolving any concerns or complaints promptly and effectively. This Complaints Policy outlines the procedures for making and addressing complaints.

 

2. Making a Complaint

If you have a complaint about any aspect of our salon services, please follow these steps:

 

In Person: Speak to a member of our staff or your stylist during your visit to the salon. They will do their best to address your concern immediately.

 

Heather Walker: If your concern is not resolved to your satisfaction, please contact our designated Complaints Manager, Heather Walker. You can reach Heather by sending an email to hello@coco-sands.com.

 

Written Complaint: If you prefer to submit a written complaint, please email or send a letter to:

 

Coco Sands

Broadgate House

Manor Row

Bradford BD1 4NL

 

3. Complaint Handling

Upon receiving your complaint, Heather Walker will acknowledge receipt within 48 hours. We will then conduct a thorough investigation into the matter. You can expect the following steps in the complaint handling process:

 

We will maintain confidentiality throughout the process, respecting your privacy.

Your complaint will be reviewed, and any necessary information or documentation will be collected.

We will aim to resolve your complaint as quickly as possible. The time taken to resolve complaints may vary depending on the complexity of the issue, but we will keep you informed of the progress.

Upon completion of the investigation, we will provide you with a formal response outlining the actions taken to address your complaint and the resolution.

 

4. Escalation

If you are not satisfied with the resolution provided by Heather Walker, you may escalate your complaint to the salon owner or another designated authority within the salon.

 

5. Client Satisfaction

We value your feedback and aim to continuously improve our services based on client suggestions and complaints. Your input is important to us and helps us maintain a high level of service quality.

 

6. Anonymous Complaints

We encourage clients to provide their contact information when making complaints to enable us to respond and address concerns effectively. However, if you wish to remain anonymous, we will still take your complaint seriously and investigate it to the best of our abilities.

 

7. Retaliation

Coco Sands strictly prohibits any form of retaliation against clients who make a complaint in good faith. Clients should feel confident that their concerns will be addressed without fear of negative consequences.

 

8. Contact Information

If you have any questions or need assistance regarding our Complaints Policy, please contact Heather Walker, the Complaints Manager, using the following contact information:

 

Heather Walker Contact: hello@coco-sands.com

 

9. Changes to this Policy

Coco Sands reserves the right to update or amend this Complaints Policy as needed. Any changes will be posted on our website or provided upon request.