London Brow Complaints Policy

Complaints Handling Policy & Procedure
The London Brow Company Limited

London Brow Company Limited is committed to providing a high-quality service to all our customers. When something goes wrong, we need to know about it and deal with it promptly and efficiently to help us check the quality of our service, improve our standards, and maintain our exceptional reputation.

Informal Complaints

We welcome open and honest communication from our customers and will work with you to resolve any issues you feel you have. If your concerns are not satisfactorily resolved through informal communication, the complaint will become official, and you will need to follow our formal complaints procedure outlined below.

Formal (Official) Complaints

If you have a formal complaint, please bring the issue to our attention in writing with full details within 8 weeks of the issue arising. We ask that you:

• Explain the issue as clearly and fully as possible, including any actions taken to date.
• Include your preferred outcome.
• Allow us reasonable time to respond.

Contact Methods
In the first instance, please contact our sales team. We are happy to deal with your complaint via phone, letter, or email, depending on your preference.

• Telephone: 0800 334 5373
• Email: complaints@londonbrowcompany.com
• Post:
  Regional Manager,
  The London Brow Company Limited,
  85 Great Portland Street,
  London, Greater London, W1W 7LT

If you wish to escalate your complaint, please address it to our Sales Manager.

What Happens Next?

1. Initial Acknowledgment: If the matter cannot be resolved after a conversation or initial correspondence, a letter will be sent to you acknowledging the complaint. This letter will enclose a complaint form for you to complete if you wish to escalate the matter. Please return the form to our Sales Manager.

2. Investigation: Upon receiving the completed complaint form, the matter will be investigated by our Customer Care Manager. They will review the details and speak with the staff member or team involved.

3. Response: A detailed written reply, including suggestions for resolving the matter, will be sent to you within 21 days of receiving the complaint form.

4. Escalation: If you remain dissatisfied with the outcome, our Managing Director, Leigh Blackwell, will arrange for a review of the decision and work with you to identify any continuing concerns.

5. Final Review: London Brow Company Limited will provide a final written response within 14 days of receiving any request for a review, confirming our final position on the complaint and providing an explanation of the outcome.

Data Protection

All information related to your complaint will be handled confidentially and in line with our privacy policy and the Data Protection Act 2018.

For further information on our complaints process, please contact us via the details above.