Complaints Procedure
At Immaculate Touch, we are committed to providing a high standard of professional care, treatments and customer service.
We value our clients and welcome feedback. Should you have any concerns about your experience or treatment, we encourage you to contact us so that we can review the matter and work towards an appropriate resolution.
How to Raise a Complaint
If you wish to make a complaint, please contact us by email:
Please include your name, the date of your appointment (if applicable), details of your concern and any relevant information that may help us review the matter.
What Happens Next?
- We aim to acknowledge your complaint within five working days of receiving it.
- Your concerns will be reviewed carefully, fairly and confidentially.
- We may contact you for further information or clarification where necessary.
- Following our review, we will respond with our findings and any appropriate next steps.
We aim to resolve concerns as promptly as possible. Where further investigation is required, we will keep you informed of our progress.
If You Remain Dissatisfied
If you are unhappy with our response, please let us know so that we can review any outstanding concerns.
You may also seek independent advice regarding your consumer rights or contact an appropriate external organisation where relevant.
This procedure does not affect your statutory rights.
Confidentiality
All complaints are handled sensitively and in accordance with our Privacy Policy and applicable data protection requirements.
Urgent Treatment Concerns
If you experience an unexpected reaction or have an urgent concern following treatment, please contact the clinic promptly rather than waiting for the routine complaints process.
If you experience a medical emergency, seek immediate medical assistance.
Immaculate Touch
The Heath, East Malling, Kent
Email: info@immaculatetouch.co.uk
