We at Permanent makeup by Michelle Louise are committed to providing a high quality service to all our clients. We are very keen to hear of any situations where we have fallen short of both your expectations and the expectations set by us, so that we can continue to improve our standards and service to all our clients.
While we rarely receive complaints about our service we believe that is important for any quality-focused business to have a published Complaints Policy, which is clear for not only our clients, but our technicians as well.
We also encourage anyone who has been dissatisfied with our service in anyway to let us know so that we can continue to improve.
Below is our complaints procedure:
Overall responsibility for this Complaints Policy and the implementation thereof lies with Permanent Makeup by Michelle Louise, the trading name of Michelle Downes, sole trader, whose principal place of business is 108 Wren Road, Sidcup, Kent DA14 4NF.
This Complaints Policy is regularly reviewed and updated as required.
If You have any cause to complain about Us or any of Our Technicians and Your Complaint in any way relates to Our provision of the Services then You agree in the first instance: to put your complaint in writing to Michelle Downes using the info@michelle-louise.com email address; and
Not to publish (or cause the publication of) Your complaint any more widely whether orally to third persons, in writing to third persons or to the world at large through the use of the internet.
We will investigate Your complaint and give our considered response to it within 21 days of Your complaint being received.
If You accept any settlement outcome offered by Us in Our written response to Your complaint, then that settlement outcome will be implemented in full and final settlement and the terms of settlement shall remain private and confidential between the parties (or any legal advisors if applicable).
If You are unhappy with our response to Your complaint then you must refer your complaint to the Centre for Effective Dispute Resolution (“CEDR”) for the appointment by CEDR of an independent mediator to seek resolution through mediation.
The cost of mediation shall be borne equally by You and by Us.
Only if a formal mediation arranged by CEDR fails to resolve Your complaint can you take the opportunity to put Your complaint to a court (and in such a case the English Courts shall have exclusive jurisdiction to determine your complaint).
For the avoidance of any doubt, Your obligation not to publish shall be an on-going obligation until (but not beyond) the delivery of a final judgment in open court on any legal claim which you commence in accordance with the provisions of this clause.
If you have any questions or require further information about any aspect of this Complaints Policy, please contact Us by post using the address above or by email info@michelle-louise.com.