Complaints Policy

Policy

Complaints Policy

Last updated: 28th October 2025

1 Our Commitment

At Mortha Wellness, we are committed to providing the highest standards of professionalism, care, and service to all our clients.
We recognise that, on occasion, you may wish to raise a concern or make a complaint about some aspect of your experience.

We take all complaints seriously and view them as an opportunity to review, improve, and strengthen our service delivery.
Every complaint is handled with fairness, confidentiality, and respect.

2 Scope

This Complaints Policy applies to all clients, visitors, and individuals who engage with Mortha Wellness in person, by telephone, or via our website www.morthawellness.uk.

It covers:

Treatments or services provided at our wellness centre
Interactions with our practitioners or administrative team
Bookings, payments, or customer service concerns
Perceived dissatisfaction with outcomes or conduct

This policy does not cover purely medical issues, as Mortha Wellness is a non-medical aesthetic and wellness centre.
However, we will always provide appropriate referral or guidance should a matter require external clinical input.

3 How to Make a Complaint

If you have a concern or are dissatisfied with any aspect of your experience, please raise it as soon as possible so that we may resolve it promptly.

Step 1: Informal Resolution

In many cases, issues can be resolved immediately and informally.
Please speak directly with your treating practitioner or contact our reception team, who will make every effort to address your concern at the time.

If you remain dissatisfied, or if the issue cannot be resolved informally, you may proceed to a formal written complaint.

Step 2: Formal Written Complaint

You can submit a formal complaint in writing via email or post to:

The Complaints Manager
Mortha Wellness Ltd
Unit 6, Castle Court 2, Castlegate Way
Dudley DY1 4RH, United Kingdom
Email: info@morthawellness.uk
Telephone: 0121 3876252

Please include:

Your full name and contact details
The date and details of your treatment or interaction
A clear description of your concern or dissatisfaction
Any relevant supporting information

We encourage clients to submit complaints within 30 days of the event, to allow a timely and accurate review.

4 Acknowledgement and Response Timeline

You will receive a written acknowledgement of your complaint within 5 working days.
A thorough investigation will then be conducted by the management team and, where appropriate, the practitioner involved.
You will receive a full written response within 20 working days of the acknowledgement.

If a complaint requires more time for investigation, we will inform you of the expected timescale and keep you updated throughout the process.

5 Investigation and Outcome

All complaints are investigated fairly and impartially.
We will:

Review your account, treatment notes, and relevant information
Interview involved practitioners where necessary
Assess whether correct procedures were followed
Determine any corrective or preventive actions required

You will be provided with a detailed written response outlining our findings, conclusions, and any remedial steps taken.

6 Remedies and Resolution

Where a complaint is upheld, possible remedies may include:

An explanation and formal apology
A complimentary review or corrective treatment (where appropriate)
A partial refund or credit, at the management’s discretion
A review of internal procedures to prevent recurrence

Mortha Wellness is committed to learning from all complaints to continuously improve client care and service quality.

7 Escalation (If Unresolved)

If you remain dissatisfied after receiving our final response, you may request an independent review.
Where the issue involves a treatment performed under nurse-led or prescriber oversight, we will provide contact details for the relevant supervising professional or regulatory body.

Alternatively, you may seek advice from an independent mediation or consumer body such as:
The Beauty Industry Approval (BIA) or The British Association of Beauty Therapy and Cosmetology (BABTAC).

8 Confidentiality and Record Keeping

All complaints are handled confidentially and in accordance with the UK General Data Protection Regulation (UK GDPR).
Records of complaints and outcomes are securely maintained for a minimum of two years for auditing and quality assurance purposes.

9 Learning and Improvement

Mortha Wellness treats all complaints as opportunities for growth and service improvement.
We regularly review feedback and outcomes to enhance staff training, operational protocols, and client experience.

10 Policy Review

This Complaints Policy is reviewed annually or as required by law, to ensure it remains current, fair, and effective.
The latest version will always be available on our website and upon request.

Summary Statement

Mortha Wellness is dedicated to client satisfaction, professional integrity, and transparent communication.
We welcome feedback and will always handle complaints with sensitivity, fairness, and care.

Your confidence and trust mean everything to us.

Complaints Policy

Policy