Complaints Policy

At The Medispa, we are committed to providing a premium, seamless experience. If something has not met your expectations, we want to hear about it so we can put things right quickly and prevent the same issue from arising for others.

How to Raise a Complaint

You can contact us by any of the following methods:

  • Email: care@medispa.shop
  • Post: [Company legal name], [Registered address]
  • Phone: [phone]

Please provide your full name, order number (if applicable), a clear description of your complaint, and your preferred contact method for our response.

What Happens Next

  • Acknowledgement: We will acknowledge your complaint within 2 working days of receipt.
  • Investigation: We will investigate fully and aim to provide a substantive response within 10 working days. If the matter is complex and requires more time, we will keep you informed of progress.
  • Resolution: We will communicate our findings and proposed resolution clearly. Where a remedy is appropriate — such as a refund, replacement, or other redress — we will act promptly.

If You Are Not Satisfied

If you remain dissatisfied with our response, you may:

  • Ask us to escalate the matter to a senior member of our team by replying to your complaint email or writing to us at our registered address.
  • Seek advice from Citizens Advice (citizensadvice.org.uk) or contact Trading Standards via Citizens Advice.
  • Refer the dispute to an approved Alternative Dispute Resolution (ADR) provider. We will provide you with details of any ADR scheme we participate in upon request. Consumers in the EU/EEA may also access the European Commission’s Online Dispute Resolution (ODR) platform at ec.europa.eu/odr, though this primarily applies to cross-border EU transactions.

Your Consumer Rights

Nothing in this complaints process affects your statutory rights as a consumer under the Consumer Rights Act 2015 or other applicable UK legislation.

Continuous Improvement

All complaints are logged and reviewed periodically to identify trends and improve our products, processes, and service. We treat every complaint as an opportunity to do better.

Last updated: [date]

This policy is provided as a template. It should be reviewed by a qualified solicitor before being relied upon as legally binding terms.