Complaints Procedure

​Lashes World by Victoria
 

At Lashes World by Victoria, we are committed to providing high-quality services and a professional experience for all clients. While complaints are rare, we recognise the importance of having a clear and fair process in place should a concern arise.
 

Step 1: Raising a Complaint

If you wish to raise a complaint, you must do so within 48 hours of your appointment.

Complaints must be:

• Submitted in writing

• Sent via email or official contact method listed on our website

• Clearly outlining the nature of the concern

Complaints raised verbally, via third parties, or outside of this timeframe may not be accepted.
 

Step 2: Acknowledgement

Once your complaint has been received, we will acknowledge it within 48 hours (excluding weekends and public holidays).

Acknowledgement does not indicate acceptance of fault, but confirms your complaint is under review.
 

Step 3: Assessment

All complaints are reviewed carefully and professionally. This may include:

• Reviewing consultation notes

• Reviewing before and after photographs

• Assessing aftercare compliance

• Considering the information discussed and agreed upon prior to treatment

Where informed consent was given and expectations were clearly explained, complaints relating to expected or disclosed outcomes will not be upheld.
 

Step 4: Outcome

Following assessment, we will communicate our decision in writing. Outcomes may include:

• No action required

• A discretionary correction (where appropriate)

• A partial remedy where deemed reasonable

Refunds are not issued once a service has been carried out, unless required under UK consumer law.
 

Step 5: Final Decision

All decisions made by Lashes World by Victoria are final. We do not enter into prolonged or repeated correspondence regarding the same complaint.

Repeated, excessive, or unreasonable complaints may result in refusal of future services.
 

Important Notes

• Only one complaint submission per appointment will be accepted

• Complaints relating to issues explained and agreed upon during consultation will not be upheld

• Failure to follow aftercare instructions voids eligibility for complaint consideration

• We reserve the right to refuse service or communication if boundaries are not respected
   

Our Commitment

We aim to resolve genuine concerns fairly, respectfully, and professionally while maintaining a positive and respectful working environment for both clients and practitioner.

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