Complaints Procedure

1. Introduction

Vithera Group Limited, trading as “Teddy’s Beauty & Aesthetics,” (“the Salon,” “we,” “us,” or “our”) is committed to providing a high standard of service and client care. We take all complaints seriously and aim to resolve concerns promptly, fairly, and professionally.

2. How to Make a Complaint

If you are dissatisfied with any aspect of your experience, we encourage you to contact us as soon as possible.

Complaints should be submitted via:

• Email: contact@vithera.co.uk
• Or in writing to: 37 Clairville Point, Dacres Road, SE23 2PA, London, GB.

Where possible, complaints should be raised within 48 hours of your appointment or as soon as reasonably practicable.

Please include:

• Your full name
• Date of appointment
• Details of the service received
• A clear description of your concern

3. Acknowledgement of Complaint

We will acknowledge receipt of your complaint within 2–3 working days.

4. Investigation Process

All complaints will be reviewed carefully. This may involve:

• Reviewing consultation records and treatment notes
• Discussing the matter with the practitioner involved
• Requesting further information or photos where relevant

We aim to provide a full response within 7–14 working days, depending on the complexity of the matter.

5. Resolution

Where appropriate, we may offer one or more of the following:

• A review appointment to assess the concern
• Further treatment or correction, where suitable
• A clear explanation of the outcome

Resolutions are considered on a case-by-case basis. Refunds are not guaranteed and are provided at the discretion of Vithera Group Limited.

6. Client Responsibilities

Clients are expected to:

• Follow all aftercare advice provided
• Provide accurate and complete information during consultation
• Raise concerns in a timely and respectful manner

Failure to follow aftercare or provide accurate information may affect the outcome of a complaint.

7. Escalation

If you remain dissatisfied after receiving our response, you may choose to seek independent advice or escalate the matter through your chosen external channels.

8. Commitment to Improvement

We value all feedback and use complaints as an opportunity to improve our services and client experience.

Please direct any questions you have to us by email at contact@vithera.co.uk.