Complaint Policy & Procedure

  1. Introduction
    We always aim to provide a high standard of care at all times.
    Our customers’ views are important to us and help to ensure we are consistently meeting people’s needs. If you are unhappy with any of our services / treatments it is important that you let us know.
  2. Making a suggestion
    Often people feel more comfortable suggesting improvements rather than complaining formally. Anyone receiving services may make a suggestion by clicking here.If the suggestion is something that we as a company need to consider you can send it to:
    Sam Olliver
    Olliver Enterprises Ltd
    Ph: 07824700921
    Email: sam@olliverenterprises.com 
  3. Making a complaint
    We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the service we provide and find the most satisfactory resolution for you.Please be aware that we do not offer refunds, due to the time and products that have been spent on completing your service / treatment. However, we will always invite you back to have any imperfections made good at our own expense, if one of our therapists is found to be liable.We treat all complaints in confidence and want to assure that it will not withdraw or reduce any future services / treatments You have, as a result of you making a complaint in good faith.
  4. Who can complain
    Anyone directly affected by the way we provide our services / treatments can make a complaint.
  5. How you can make a complaint:

    • in person (by appointment)
    • by telephone (01903 367483)
    • by email (enquiry@naynays.co.uk)
    • by letter (F.A.O Naomi Olliver, 107 South Farm Road, Worthing, BN14 7AX)
  6. Anonymous complaints
    We deal with anonymous complaints under the same procedure; however it is better if you can provide contact details so we can update you on the outcome of our investigation and find a satisfactory resolution for you.
  7. Responsibility
    Naomi Olliver has overall responsibility for dealing with complaints made about a service or treatment. However, she may ask one of the management team to investigate the complaint. That person will have enough seniority and experience to deal with the issues raised.
  8. How we handle complaints
    We will acknowledge a complaint within 24 hours and will confirm the name of the person investigating it.We will arrange to meet with you at the Salon to inspect any issues you have and discuss our proposals to resolve your complaint.
  9. Time limits
    You should complain as soon as you can after the date on which the event occurred or came to your notice. As any delay, could hinder our ability to assess the issues you are having, as well as the opportunity to resolve them.
  10. Further steps
    At any stage during the process, if you are not happy with the way your complaint is being dealt with, then please contact:Sam Olliver
    Olliver Enterprises Ltd
    Ph: 07824700921
    Email:sam@olliverenterprises.com

*We can provide this procedure / policy in other languages or formats on request