Beauty & Melody Spa Complaints Policy
At Beauty & Melody Spa, we are committed to providing every guest with an exceptional experience. We value your feedback and take all complaints seriously, as they help us improve our services and maintain the highest standards of customer care.
If you are dissatisfied with any aspect of your visit, we encourage you to let us know so that we can investigate your concerns and work towards a fair resolution.
Raising a Complaint
If you are unhappy with any part of your spa experience, we kindly ask that you speak with a member of our team as soon as possible during your visit.
Where possible, please ask to speak with:
- The Spa Reception Team
- The Spa Team Leader
- The Duty Manager
Many concerns can be resolved immediately while you are still at the spa.
Formal Complaints
If your concern cannot be resolved during your visit, or you would prefer to make a formal complaint, please submit your complaint in writing.
Please include:
- Your full name
- Contact details
- Date and time of your visit
- Booking reference (if applicable)
- A detailed description of your complaint
- Any supporting photographs or documents (if relevant)
- The outcome you are seeking
Written complaints should be sent to:
Beauty & Melody Spa Management
manager@beautyandmelody.com
Complaint Investigation
Once we receive your complaint:
- We will acknowledge receipt within 3 working days.
- Your complaint will be reviewed by a member of the management team.
- We may contact you if further information is required.
- Where appropriate, we may review staff statements, CCTV (where available), booking records, and internal procedures.
We aim to provide a full written response within 14 working days.
If additional time is required due to the complexity of the investigation, we will keep you updated on our progress.
Our Resolution Process
Depending on the outcome of our investigation, resolutions may include:
- A written explanation
- A formal apology
- A replacement treatment or spa experience
- Staff retraining
- Updates to our procedures or policies
- Any other reasonable resolution based on the circumstances
Each complaint is considered individually and fairly.
Please note: To allow us to investigate complaints thoroughly and fairly, all complaints must be submitted within 14 days of the incident or visit in question. If a complaint is not received within this timeframe, we may be unable to investigate the matter fully, and the complaint may be considered closed.
Guest Conduct
We ask that all communication remains respectful throughout the complaints process. We are committed to treating every guest with courtesy and expect the same in return.
Abusive, threatening or offensive behaviour towards our team will not be tolerated and may result in communication being ended.
Response Times
We always aim to respond as quickly as possible.
If you have not received an update within 14 working days, we recommend:
- Checking your junk or spam email folder.
- Replying to your original email so our Customer Relations Team can locate your complaint quickly.
Continuous Improvement
Every complaint is reviewed carefully to help us improve our guest experience.
Where appropriate, we will review and update our operational procedures, staff training, and policies to reduce the likelihood of similar issues occurring in the future.
Contact Us
For all complaints or feedback, please contact:
Beauty & Melody Spa
Email: manager@beautyandmelody.com
Telephone: 0207 112 8698
We appreciate the opportunity to investigate your concerns and thank you for giving us the chance to put things right.