Ravenzara Salon
Complaints Policy
Complaints Policy
Our priority is for you to be completely satisfied with the service you receive from us.
We run a professional business, so we aim for the highest standards in everything we do. Complaints are very rare but we take them seriously, so we have a complaints policy and process we follow to make sure things are put right where needed and we learn from your feedback.
If we do not meet your expectations, please tell someone you’re not happy with the service you’ve received, either while you’re in the salon or as soon as possible after leaving, within five days of your original appointment. Calmly and clearly explain the problem.
We will listen to your feedback and ask questions as necessary to understand why you are making a complaint. We aim to resolve all complaints within 8 weeks. If you have already left the salon, please don’t go to another salon as we have the right to see exactly what the service or treatment you received from us looks like.
We will arrange a suitable time for you to come back into our salon and discuss your complaint in private. Where we think your complaint is reasonable, we will redo the part or all the service or treatment again as soon as possible, free of charge. The work will be carried out by another therapist if you prefer.
If we can’t fix the problem, we may offer a partial or full refund depending on how reasonable we consider your complaint to be.
Please bear in mind the following:
If you have had treatment by a third party in the meantime, we will be unable to help with your complaint.
A ‘change of mind’ is not considered by The Beauty Boutique to be a complaint. If you have changed your mind about the treatment you agreed with your therapist, we will be happy to advise you on an alternative look and will explain the process and costs involved.
Complaints will not be considered if you refuse to come back into the salon to allow us to assess or redo your treatment, or if you are unable to return to the salon and you refuse to provide us with evidence of the complaint.
How can you make a complaint?
You can make a complaint by contacting us by any of the following means:
In writing addressed to Ravenzara Salon, 73-75 Princes Street, Yeovil Somerset BA20 1EE
By e-mail addressed to info@ravenzara.com
By telephone on 07875153663
As part of the investigation into a complaint, we will:
Contact you as soon as possible and invite you into the salon so we can better understand, and examine your complaint.
Offer to make recommendations so we can rectify the issue to your satisfaction.
Discuss the complaint in detail with the original therapist who worked on you.
Discuss our findings and decision with you.
Where we think your complaint is reasonable, we will redo the part or all the service or treatment again as soon as possible, free of charge.
Confidentiality
All complaints are treated with confidentiality in mind. Only the customer service manager will be aware that a complaint has been received and is being dealt with.
Aggressive or obsessive complaints
The Ravenzara Salon wants to deal fairly and honestly with complainants and ensure that other users, clients and staff do not suffer detriment from persons making vexatious complaints.
We have a zero-tolerance policy on any violence, abusive or threatening behaviour, if your complaint is considered to be unacceptable, we will close your case and notify you of such.
Equality
Ravenzara Salon aims to handle all complaints fairly and honestly regardless of who makes the complaint. Ravenzara Salon treats all members of the community equitably and will not show bias to any individual or group.
Reviews
Customers
"Rachel was amazing, helpful and knowledgeable. She understood how my skin was making me feel and was empathetic to my concerns. After a free consultation last week I followed her recommendations and my skin has improved in a matter of days. Thank you so much. It was refreshing to visit a practitioner that was not pushing a treatment but listening to the client."
- Allison
"I had my first appointment at the salon today with Yvett to do my nails and eyebrow & upper lip waxing as well as a skin consultation. I honestly could not recommend enough! At the top of all this, so very friendly. Definitely will be using the services again and I am very glad I finally found a place in Yeovil where I can get all my beauty treatments in the same place. Wish I found this place sooner!"
- Patrycja
"I had a seborrheic wart removed from my forehead by Rachel. She made me feel at ease, and it was not painful at all. I would highly recommend, if you are worried at all, Rachel will discuss the procedure with you in consultation before you decide to have it done."
- Michelle
Contact Us
Where To Find Us
Somerset BA20 1EE
Customer Reviews
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