Complaints Policy
Introduction
At Holistic Times we are committed to providing the highest standard of care to our clients. We recognise that, on occasion, concerns may arise, and it is vital that we have a clear, accessible, and effective process in place to address these issues. This Complaints Policy outlines the procedure for our clients. Our aim is to handle all complaints in a professional, timely, and sensitive manner while ensuring transparency and fairness throughout the process.
Acknowledging Complaints
When a complaint is received, we will acknowledge it immediately. This acknowledgment will outline the complaints procedure and explain how the investigation will be conducted. We believe it is essential for the complainant to understand the process from the outset so they can be confident that their concern is being addressed.
We aim to resolve complaints efficiently, and investigations will provide clarity on the issue at hand, as well as outline the steps needed to resolve it. All complaints will be taken seriously, and we are committed to ensuring that all parties involved are treated with respect.
Communication Throughout the Complaints Process
We are committed to open and transparent communication. Throughout the complaints process, the complainant will receive regular updates regarding the status of the investigation and any actions being taken. Should any additional information be required or if any questions arise, the designated staff member handling the complaint will be available to provide clarification.
Confidentiality and Data Protection
Holistic Times respects the confidentiality of all complainants. All personal information related to the complaint will be treated with strict confidentiality. Access to complaint details will be restricted to those directly involved in the investigation, ensuring that privacy is maintained throughout the process. Any personal data will be handled in accordance with the General Data Protection Regulation (GDPR), ensuring that all data is securely stored and protected.
Learning and Continuous Improvement
At Holistic Times we view every complaint as an opportunity for learning and improvement. After resolving a complaint, we analyse the feedback to identify areas where our services can be improved. By implementing changes based on this feedback, we aim to continually enhance the quality of care we provide. We are committed to creating an environment where feedback is welcomed, and improvements are regularly made to better serve our clients.
How to File a Complaint.
If you would like to make a complaint, please contact us as soon as possible. For optimal resolution, it’s best to raise the issue as soon as it arises.
Please speak directly with the manager.
Contact Anne on 0894547793
Email info@holistic-times.com
Your opinion matters and your feedback is valuable to us.
Cancellation and Refund policy
If, for any reason, you would like to cancel a booking or request a refund, We invite You to review our policy.
The following terms are applicable for any services that You booked with Us.
Cancellation terms
You are entitled to cancel Your booking anytime up to at least 24 hours before the treatment.
The deadline for cancelling a booking is 24 hours from the time of your booked service.
You can inform us of your decision by contacting us:
Refunds
Tell us if you’re not happy with the service you’ve received, either while you are in the salon or within 7 days after leaving the salon. Calmly and clearly explain the problem. We will listen to your feedback and ask questions as necessary to understand why you are making a complaint. We aim to resolve all complaints within two weeks. Where we think your complaint is reasonable, we will offer you a complimentary treatment as soon as possible or a refund if we can’t fix the issue.
Gift Vouchers are non refundable
Privacy Policy for Holistic times
Effective Date: 01/012026
At Holistic Times your privacy and confidentiality are extremely important. This policy explains how we collect, use, store, and protect your personal information in line with applicable data protection laws, including the General Data Protection Regulation (GDPR).
1. Information We Collect
We may collect and process the following information:
- Personal details (name, phone number, email address)
- Health information relevant to your treatment (medical history, conditions, lifestyle factors)
- Appointment and treatment records
- Payment and billing information
2. How We Use Your Information
Your information is used to:
- Provide safe and effective holistic treatments
- Tailor therapies to your individual needs
- Communicate about appointments or follow-ups
- Maintain accurate records for legal and professional obligations
- Process payments
We will never sell or share your data for marketing purposes without your explicit consent.
Personal details (name, phone number, email address)
Lawful Basis for Processing
We process your personal data under the following lawful bases:
- Your consent
- The provision of health care services
- Compliance with legal obligations
4. Confidentiality
All client information is treated as strictly confidential. Information will only be shared:
- With your explicit consent
- If required by law
- Where there is a serious risk to your health or safety or that of others
5. Data Storage and Security
Your information is stored securely:
- Paper records are kept in locked cabinets
- Digital records are password-protected and encrypted where possible
We take reasonable steps to protect your data from loss, misuse, or unauthorized access.
6. Data Retention
We retain client records only for as long as necessary to meet legal, insurance, and professional requirements (typically 7 years.
7. Your Rights
Under data protection law, you have the right to:
- Access your personal data
- Request correction of inaccurate information
- Request deletion of your data (where applicable
- Withdraw consent at any time
- Lodge a complaint with a supervisory authority
8. Third Parties
We may use trusted third-party services (e.g., booking systems or payment processors). These providers are required to comply with data protection laws and safeguard your information.
9. Contact Information
If you have any questions about this policy or your data, please contact
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Holistic times on 0894547793
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Info@holistic-times.com
10. Updates to This Policy
We may update this Privacy Policy from time to time. The latest version will always be available upon request or on our website.
By using our services, you agree to this Privacy Policy.