Complaints procedure.

At Zoe’s Retreat, we are committed to providing a high standard of service and ensuring that all clients are treated fairly and professionally.

Where a client notices an issue during their appointment, we ask that this is raised with the therapist before leaving the salon wherever reasonably possible. This gives us the opportunity to assess the concern and, where appropriate, address it at the time.

We understand that some concerns may not become apparent until after leaving the salon. In these circumstances, the client should contact Zoe’s Retreat management directly using the complaints contact details provided on this page.

Timeframe for raising a complaint

Treatment-quality concerns must be raised with us within 48 hours of the appointment.

This timeframe allows us to properly assess the treatment while the condition and circumstances are still reasonably clear.

We recognise that some concerns, reactions or issues may not become apparent within 48 hours. Where this is the case, the concern should be reported as soon as reasonably possible after it becomes apparent.

Complaints raised significantly outside these timeframes may be more difficult to investigate, and Zoe’s Retreat may not be able to determine the cause or provide a resolution where insufficient evidence is available.

How to make a complaint

Formal complaints should be submitted directly to Zoe’s Retreat management by:

• Using the “Make a complaint” button on this page; or
• Emailing management at hello@zoesretreat.com.

Formal complaints should not be dealt with through individual therapists’ personal phones, social media accounts or informal messaging.

When making a complaint, please provide:

• Your full name and contact details
• The date of your appointment
• The treatment or service received
• The name of the therapist, where known
• Details of the concern
• Relevant photographs or supporting information
• The outcome you would like us to consider, where applicable

How we handle complaints

Once a complaint has been received, management will review the information provided and, where necessary, speak with the relevant team member and review appointment records, treatment notes, photographs or other relevant information.

We aim to respond as promptly as possible and, where reasonably possible, within 7 working days.

More complex complaints may require additional investigation. Where this is necessary, we will advise the client accordingly.

Treatment concerns

Where a concern relates to the result, quality or appearance of a treatment, Zoe’s Retreat must be given a reasonable opportunity to assess the treatment before it is altered, repaired, removed or corrected by another salon or practitioner.

If a client chooses to have another salon or practitioner alter, remove, repair or correct the treatment before Zoe’s Retreat has had the opportunity to assess it, we may be unable to establish the original cause of the issue and therefore cannot guarantee a refund, correction or other resolution.

Where a concern relates to the result of a treatment, we may ask the client to provide clear photographs or attend the salon so that the issue can be assessed properly.

Depending on the circumstances, we may offer an appropriate resolution, which could include advice, a correction, a repair, or another suitable outcome. Any resolution will be considered on a case-by-case basis.

We cannot guarantee a particular outcome, refund or complimentary treatment, as each complaint will depend on the individual circumstances and the information available.

Reactions or health concerns

If a client experiences a reaction, unexpected discomfort or another health concern following a treatment, they should contact Zoe’s Retreat management as soon as possible and provide details of the symptoms and any relevant photographs.

Where appropriate, clients should seek advice from a qualified medical professional. Zoe’s Retreat cannot provide medical advice or diagnose medical conditions.

Respectful communication

We ask that all complaints are communicated respectfully.

Abusive, threatening, discriminatory, intimidating or aggressive behaviour towards members of our team will not be tolerated.

We will always consider genuine concerns fairly, but we reserve the right to end communication where behaviour becomes abusive, threatening or inappropriate.

Contacting individual therapists

To protect both clients and staff and to ensure complaints are handled consistently, formal complaints must be directed to Zoe’s Retreat management rather than individual therapists.

Any concern raised with a therapist during an appointment may be passed to management so that it can be properly recorded and dealt with through this procedure.

Management decision

Following investigation, Zoe’s Retreat management will provide the salon’s formal response to the complaint.

We will consider the information and evidence available when reaching our decision, and any resolution offered will be based on the individual circumstances of the complaint.

Our aim is to deal with complaints fairly, consistently and professionally while maintaining appropriate standards for both our clients and our team.