At Beauty Positive, we offer our users precise and trustworthy information, guides, and product reviews to aid them in making well-informed choices about beauty and positive body image-related products. We regard complaints with utmost seriousness, recognising them as invaluable feedback that allows us to enhance our content processes.
This Complaints Policy delineates the procedure for users wishing to lodge a complaint concerning our website, content, or services.
- Complaint Submission
Complaints can be tendered through email: Users can forward their complaints to email@example.com. The email’s subject line must read “Complaint” for swift identification.
- Information to Accompany the Complaint
For a swift and efficient resolution, it’s advisable for complainants to provide:
- Full Name
- Email Address (if the complaint is emailed)
- Contact Number (optional, but beneficial for communication)
- A comprehensive account of the complaint, encompassing pertinent dates, products, and specific issues.
- Acknowledgment of Complaint
Upon receipt of a complaint, Beauty Positive will confirm its arrival within five working days. This acknowledgement will be dispatched to the email address provided by the complainant.
- Complaint Investigation
Beauty Positive will meticulously investigate the complaint’s essence and pinpoint the root cause. This might entail scrutinising the content under dispute, liaising with relevant entities, and evaluating pertinent data.
- Complaint Resolution
Beauty Positive is committed to resolving complaints swiftly and equitably. Depending on the issue’s intricacy, the resolution might span up to 30 days from the acknowledgement date. Should the solution demand more time, the complainant will be updated with a projected resolution timeline.
- Communication and Updates
Beauty Positive will keep the complainant abreast of developments and any pertinent updates throughout the inquiry and resolution phases.
- Final Decision
After a thorough investigation, Beauty Positive will arrive at a conclusive decision. Suitable measures will be implemented if the complaint is substantiated, including content amendments, procedural updates, or other requisite actions.
The complainant can contest the decision if they are discontented with Beauty Positives’ resolution. Appeals should be written and dispatched to the address above or emailed to firstname.lastname@example.org. An appointed appeals officer will then re-evaluate the request.
- Privacy and Confidentiality
Beauty Positive pledges to manage all complaints and associated data with confidentiality, adhering to pertinent data protection statutes and guidelines.
- Feedback and Enhancements
We welcome users to share their thoughts on our Complaints Policy and its efficacy in handling complaints. Feedback can be directed to email@example.com
Our dedication lies in perpetually refining our services and ensuring an unparalleled user experience with Beauty Positive.
Note: This Complaints Policy is amenable to modifications. Users are counselled to review the most recent version on the Beauty Positive website. The latest update to this policy was on 28th September 2023.