Our complaints policy
We are committed to providing a high-quality service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint or customer services issue , please contact our customer services manager, Sophie Clark (sophie@purityspa.co.uk), with the details.
What will happen next?
1. We will send you an automated email acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve passing your complaint to our Spa/Therapist manager, Jaimie Davidson, who will review your queries and speak to the member/s of staff who looked after you on the day.
3. You will then receive a phone call to discuss and hopefully resolve your complaint. This will be done within 7 working days of sending your acknowledgement Email.
4. At this stage we should hope all complaint and Queries should now be resolved.
If we have to change any of the timescales above, we will let you know and explain why.
