Making a complaint
If something has gone wrong, tell us. We'll look into it properly and keep you updated.
1. Who to complain to
- About your plan, your payments, a refund, the app, or how we handled your data: complain to us. That includes a payment taken for the wrong amount or date, a mistake in how your payments, cancellation voucher or refunds were calculated, a salon or clinic that won't honour a valid cancellation voucher, and a refund for treatments you have paid for but can't receive because the salon or clinic has closed, left Plan4Beauty or ended your plan. See below.
- About a treatment, a salon or clinic, or its staff: contact the salon or clinic. They provide the treatment and are solely responsible for it, so any dissatisfaction with the service, and any professional question about it, must be resolved with them. Plan4Beauty works like a card terminal: we handle the plan and the payments, but we don't investigate, mediate or decide complaints about salons or clinics. Write to them and keep a record. If you can't resolve it, see the independent help in section 4. You can still pause or cancel your plan with us under our terms.
- About a Direct Debit taken wrongly: you're entitled to an immediate refund from your bank under the Direct Debit Guarantee. Please tell us too, so we can fix the cause.
2. How to complain to us
- In the app, from your account (quickest, as we can see your plan);
- By email: [email protected], with "Complaint" in the subject line;
- By WhatsApp: +44 7399 662451;
- By post: Complaints, Plan4services Ltd, 9 Carn Court, North Drive, Brighton, BN2 0HR, England.
Please tell us your name, how to contact you, the salon or clinic involved (if any), what went wrong, and what you'd like us to do. Don't send bank details by email.
3. What happens next
- We acknowledge your complaint within 3 working days.
- A member of the team who wasn't involved looks into it and may ask you, or the salon or clinic, for more information.
- We aim to send our final response within 15 working days. If it's going to take longer, we'll tell you why and when to expect it, and keep you updated.
- Our final response explains what we found, what we'll do to put things right, and where you can go next. If we can't settle your complaint, it also gives you the name and website of an alternative dispute resolution (ADR) provider that could deal with it, and tells you whether we agree to use it.
Making a complaint never affects how we treat you or your plan.
4. If you are still unhappy
- Personal data: you can complain to the Information Commissioner's Office at ico.org.uk/make-a-complaint, or the data protection authority where you live in the EU or EEA. See our privacy policy.
- Consumer matters: Citizens Advice can explain your rights (citizensadvice.org.uk, 0808 223 1133).
- Treatment safety: concerns about a practitioner's safety or conduct can also be raised with the relevant professional body or regulator, or with the local council that licenses the premises.
- A dispute with a salon or clinic you can't settle: you can take it to court against the salon or clinic, including through the small claims procedure. Citizens Advice can explain how.
Our full terms on what we are and aren't responsible for are in section 20 of our terms and conditions.