Complaints Policy

At Astetica, we are committed to providing the highest quality products and services. If you have any concerns or complaints about any aspect of our service, we want to hear from you and will do our best to resolve your issue promptly and fairly.

How to Make a Complaint

If you wish to make a complaint, please contact our dedicated Complaints Officer using one of the following methods:

• Email: info@astetica.co.uk
• Phone: +44 7361 252163
• Post: Astetica, 14A Whittelegge Street, Bury, BL8 1SL
• Website Contact Form: Contact Us

Please provide as much detail as possible, including your name, contact information, order or account number (if applicable), and a clear description of the issue.

What to Expect

• We aim to acknowledge your complaint within 2 working days.

• Your complaint will be handled confidentially and with respect.

• We will investigate your complaint thoroughly and keep you informed of progress.

• We strive to resolve complaints within 10 working days. If more time is needed, we will explain why and provide a revised timeframe.

• We will provide a clear explanation of the outcome and any actions we have taken.

Accessibility and Support

If you require any support in making a complaint, such as alternative formats or assistance due to a disability, please let us know and we will do our best to accommodate your needs.

Feedback and Improvement

We welcome all feedback, including complaints, as it helps us improve our products and services. Your input is valuable to us.

Escalation

If you are not satisfied with our response, you may escalate your complaint to the relevant regulatory or professional body. We will provide you with their contact details upon request.

Legal Rights

This complaints process does not affect your legal rights in any way.