At Umbrella Mobile Health & Beauty, we value our clients’ satisfaction and aim to provide exceptional service at all times. However, we recognise that there may be instances where our clients are not entirely satisfied with their experience. We take complaints seriously and are committed to resolving them promptly and fairly.

1. Submitting a Complaint
Clients who wish to make a complaint can do so by contacting our customer service team through one of the following channels:
– Phone: [Customer Service Phone Number] – Email: [Customer Service Email Address] – In-person at our office: [Address]

2. Complaint Handling Process
Upon receiving a complaint, we will acknowledge it within [timeframe], confirming that we have received the concern. Our customer service team will then investigate the matter thoroughly to understand the nature of the complaint and identify the best course of action for resolution.

3. Resolution Timeframe
We strive to resolve all complaints as quickly as possible. The timeframe for resolution will vary depending on the nature and complexity of the complaint. However, we aim to resolve most complaints within [timeframe].

4. Communication
Throughout the complaint handling process, we will maintain open and transparent communication with the complainant. We will keep them informed of the progress and any actions taken to address their concerns.

5. Fair and Impartial Resolution
Our commitment is to resolve complaints in a fair and impartial manner. We will consider all relevant information and take appropriate steps to find a satisfactory resolution for the complainant.

6. Privacy and Confidentiality
All complaints will be treated with the utmost privacy and confidentiality. Personal information provided during the complaint process will only be used for the purpose of addressing the complaint and will be handled in accordance with our Privacy Policy.

7. Escalation
If a client feels that their complaint has not been adequately resolved, they have the option to escalate the matter to a supervisor or manager. If necessary, they can also contact the relevant regulatory body or authority.

8. Continuous Improvement
We view complaints as opportunities for improvement. Each complaint will be carefully analysed to identify any trends or recurring issues. This information will be used to implement changes and improvements to enhance our services.

At Umbrella Mobile Health & Beauty, we are dedicated to providing exceptional customer service, and we welcome feedback from our clients. We value your business and are committed to addressing any concerns you may have promptly and professionally.