Complaints Policy

Our commitment to you:

At Turn Beautiful, we’re all about exceptional customer service and outstanding results. We cherish your feedback and see it as an opportunity to make our services even better.

How we handle complaints:

Your satisfaction is our top priority. Our complaint process is here to make sure we address your concerns or complaints quickly and effectively. It applies to all our services and products.

We believe that if you have something to say, it should be easy to say it. We welcome complaints because they help us learn, adapt, and provide better services. This policy ensures we take your complaints seriously.

Please note that our policy isn’t about blaming anyone, looking for negligence, or providing compensation.

How to lodge a complaint:

You can share your concerns in person, over the phone, or in writing via email or post. We’re here to assist you throughout the process.

When you first make a complaint, we’ll take your name, address, and phone number, along with the nature of the complaint and the date, if applicable.

We’ll then ask you to put your complaint in writing, either by email or post, and address it to the Clinic Manager. You’ll receive a response within 14 working days to allow us to investigate thoroughly.

Taking complaints seriously:

Any complaint, whether in person, writing, email, online review, or over the phone, will be handled by the Therapist initially. This helps the Therapist understand your concern and shows you that we take your complaint seriously.

After you’ve left or the call has ended, the person handling your complaint will immediately inform the Director of Turn Beautiful and the Clinic Manager via email.

Depending on the nature of the complaint, we might ask you to attend an additional consultation with the Therapist involved in your treatment. If you’re not satisfied with this initial attempt at resolution, the Clinic Manager will review your case.

If the Clinic Manager can’t resolve the complaint, it goes to our Director.

Please be aware of our No Refunds on Service Policy and Products.

Our goal:

At Turn Beautiful, your happiness is our top priority. We aim to resolve complaints quickly, efficiently, and effectively. Our objective is to provide an explanation or a solution to your complaint.

We value your choice to use our services and always want you to be delighted with your experience.

How we handle complaints (continued):

Objectivity: We treat every complaint fairly, regardless of who’s making it. We’re honest and respectful in our dealings with all complainants, providing explanations and solutions whenever possible.

Confidentiality: Your personal data is important, and we take data protection seriously. We maintain complaint records securely, in accordance with the General Data Protection Regulation, and use the data only for investigating and resolving complaints.

Continuous Improvement
We’re always working to improve our services through training, feedback sessions, and surveys. We believe that addressing complaints early and honestly prevents dissatisfaction and potential legal issues.

Referring Complaints to the Director
If a complaint isn’t resolved to your satisfaction at the local level, it goes to our Director, who gives complaints personal attention.

We’re here to make your experience with Turn Beautiful as wonderful as possible, and your feedback helps us achieve that. Thank you for choosing us.