Policies and Procedures
Policy Statement
At EARLUXE, our policies and procedures outline that we are committed to providing exceptional customer service. Whilst every effort is taken to provide exceptional customer service, sometimes mistakes are made. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
A complaints procedure has been set up for people who feel dissatisfied with the service.
You have a right to complain and have it investigated. EARLUXE Ltd aims to learn from any mistakes and the complaints procedure is seen as very important in the continuous improvement cycle.
How to Complain
Firstly, raise your complaint with the member of staff responsible for the service about which you are complaining. If the matter is not resolved promptly or fully, we will continue to work with you to reach a satisfactory resolution.
If you are not satisfied with how your complaint has been handled you may begin the formal complaint procedure. Details of this are set out below.
Please contact us with the details of your complaint, initially the complaint should be sent to the Managing Director.
What will happen next?
- EARLUXE will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
- EARLUXE will then investigate your complaint. This will normally involve passing your complaint to the Managing Director who will review your complaint.
- The manager will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 21 working days of sending you the acknowledgement letter.
- EARLUXE will write to you within 14 working days of receiving your request for a review, confirming the final decision on your complaint and explaining our reasons.
If EARLUXE has to change any of the timescales above, we will let you know and explain why.
Disability Policy
EARLUXE is committed to encouraging equality and diversity while eliminating unlawful discrimination.
The aim is for EARLUXE to be truly representative of all sections of society and our customers, ensuring that everyone feels respected.
We offer home visits to clients who have limited mobility, however, you must make sure you inform the member of staff when booking your appointment that you require disability access.
If you wish to discuss this policy further, please contact EARLUXE on 07717343921.
Earwax Removal Policy
Affiliations
