Complaints Procedure

At Face Factor we pride ourselves in delivering outstanding professional customer service to all of our clients who we treat with the utmost care and respect. However, there may be times when the service that you have received does not meet the high standards we aim to deliver.

Should this happen, the most effective way to resolve any concern is by letting the Owner or Practitioner know what your issues are, immediately after the service or treatment you have received. They will listen to your concerns and aim to resolve your complaint efficiently and effectively.

It is best to make your complaint as soon as possible, as memories will be fresher and it will be easier to investigate the facts.  You should normally make your complaint up to a maximum of a week after the incident you are concerned about.  We may be willing to investigate complaints after this time where there is a realistic opportunity of conducting a fair and effective investigation and if you have a good reason as to why you could not act sooner.

We will provide you with a written response within 7 days from acknowledgement of your complaint. However, if the complaint is of a complicated nature, it may take longer to investigate in which case you will be kept informed of what is happening.