Complaints Policy

At Polished by Mrs Hilly, we strive to provide high-quality nail services with care and professionalism. If you're unhappy with any aspect of our service, whether it's the quality of your nail treatment, a booking issue, a deposit dispute, accessibility concerns, or anything else, we want to hear from you so we can make it right. This policy explains how we handle complaints fairly and promptly.

How to make a complaint

Please contact us with details of your concern:

• Email: mrshilly.k@gmail.com (preferred method)
• Post: 38 Scholars Drive, Stockport, SK3 0BS

Include your name, contact details, booking details (if applicable), and a description of the issue. If you have accessibility needs (e.g., mobility or communication preferences), let us know so we can assist you effectively.

Our complaints process

1. Acknowledgment: We'll confirm receipt of your complaint within 5 working days, usually by email (or WhatsApp if requested).
2. Investigation: We'll review your complaint, which may involve checking booking records, discussing with our technician, or requesting further details from you.
3. Resolution: We aim to resolve complaints within 14 working days. If it takes longer (e.g., for complex issues), we'll keep you updated. Possible remedies include an apology, a service redo, a partial or full refund, or other fair solutions, depending on the issue.

Types of complaints

We welcome feedback on any aspect of our business, including:

• Quality of nail services (e.g., if not performed with reasonable care and skill).
• Booking or cancellation issues (e.g., deposit disputes).
• Accessibility concerns (e.g., website usability or physical access to our home-based salon).
• Travel charges for home visits (if applicable).
• Other concerns (e.g., customer service or communication).

Your rights

This policy does not affect your statutory rights under the Consumer Rights Act 2015 (e.g., to request a redo or refund for services not performed with reasonable care and skill) or other laws, such as the Equality Act 2010 for accessibility issues. For details, see our Terms: Bookings, Deposits & Cancellations.

Data handling

Any personal data provided in your complaint will be handled in line with our Privacy Notice. We'll keep records of complaints securely to resolve issues and improve our services.

If you're not satisfied

If we can't resolve your complaint to your satisfaction, you can escalate it to:

• Trading Standards: For service or booking issues, contact via Citizens Advice at www.citizensadvice.org.uk (phone: 0808 223 1133).
• Information Commissioner's Office (ICO): For data protection concerns, visit ico.org.uk or call 0303 123 1113.
• Equality Advisory and Support Service (EASS): For accessibility or discrimination issues, visit www.equalityadvisoryservice.com or call 0808 800 0082.

Contact

Questions about this policy? Reach us at mrshilly.k@gmail.com or 38 Scholars Drive, Stockport, SK3 0BS.

Changes

We may update this policy to reflect improvements in our process. The latest version will always be on this page.

Version history: Version 1.0 – Initial publication (01 October 2025).