Сomplaints Policy

Customer Complaints Policy 


The company is dedicated to providing excellent customer service and maintaining a healthy customer relationship at all levels from CEO down. We have a Complaints Policy to ensure all complaints are handled as efficiently and effectively as possible.

As a customer of ours, you are entitled to make a complaint to us. The following outlines our policy and procedures for the handling of verbal and written complaints.


Summary:


We want to resolve your complaints as soon as possible. Please call or email our customer service and we will endeavour to fix any problems you may be having with our service or products, as soon as possible.


Our Responsibilities:


  • To provide an efficient, fair and structured mechanism for handling complaints.
  • To keep customers informed as to the progress of their complaint and the expected time frame for

resolution.

  • Quarterly to review our complaints so that we can improve our standard of customer service.

Handling Your Complaint:

  • Upon receiving a complaint, we will acknowledge your matter via telephone or in writing via email within 2 business days.
  • We will keep you informed of the progress of your complaint, proposed actions and the expected time frame for resolution.
  • Our aim is to resolve complaints in a timely manner and we will generally resolve a matter within 14 calendar days.
  • Complex complaints may take longer than 30 calendar days to resolve. In these cases, we will regularly update you on the progress and likely time frame for resolution.
  • We will advise you of the outcome of your complaint. Where you have requested us to do so, we will advise you in writing.
  • We may impose a charge for handling your complaint in special circumstances. For example, we may charge you a fee where your complaint requires us to retrieve archived records that are more than 24 months old.
  • Making a complaint should normally be free. If we think your complaint requires a charge, we will not impose one without discussion with you. If your complaint is upheld in your favour, and we have charged you complaint handling fees, we will refund you the full amount of the fees charged within 30 days.

Step One:


If you have a complaint regarding any aspect of your account or dealings with Qudos Beauty Ltd, we urge you to email our Customer Service in the first instance at info@qudosbeauty.com. Our objective is to resolve the vast majority of inquiries or complaints during your first contact with us.

If you prefer to announce your complaint via the telephone, please do so using the phone numbers listed on our website, in the contact us section - please note these are subject to change regularly.

If you like, you can appoint an authorised representative or an advocate to interact with us on your behalf. It is your duty to inform us of how and whom is handling the complaint on your behalf, because otherwise we will only deal with the customer directly.


Step Two:


Complaints made to the company are overseen and dealt with directly by our Managing Director. After a complaint is made, if it is not immediately resolved, we may need to investigate it. This process may take 15 Business Days, or longer (in which case we will update you with a reason for the delay and the expected time frame).


Step Three:


When your complaint is resolved, we will confirm this with you within 10 business days.

If your complaint is not resolved to your satisfaction by us, and depending on the nature of your complaint, you may refer your complaint to the following outside bodies:

If you live in the United Kingdom and have a cross-border consumer complaint, contact the UK International Consumer Centre (UKICC) . If you live in the EU, Norway or Iceland and have a cross-border consumer complaint against a trader in the United Kingdom, contact your local ECC.