Complaints and Compliments Policy
How to make a complaint or compliment
If you would like to leave a complaint or a compliment, you can do so by:
Talking to us in person–we may then ask you to put your complaint in writing
Completing the contact form on our website
Emailing sophie@sophiezadeh.com
What we need to know
Your name and contact details
The nature of the complaint and the details surrounding it
Details of any steps you have taken to try to resolve the complaint
Copies of any documentation which supports your complaint
How we will deal with your complaint or compliment
We will acknowledge receipt and will undertake an initial review of your complaint within 5 business days of receiving it.
We may seek more information to assist us in handling your complaint.
We aim to resolve your complaint within 10 business days, however, this may not always be possible. Where we are unable to resolve your complaint within 10 business days, we will inform you of the reason for the delay and will specify a date when we will be in a position to finalise your complaint.
Once we have finalised your complaint, we will advise you of our findings and any action we have taken.
You have the right to make enquiries about the status of your complaint by contacting us.
Where appropriate we amend our business practices or policies.
We will record your complaint for continuous improvement and monitoring. Your personal information will be recorded in accordance with our Privacy Policy.