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Complaints procedure

Pinkies Policy

“Our aim is to provide the best service possible. While we always strive to achieve this, there will be times when the client is unhappy with the service. We aim to handle complaints quickly in an effective, fair and honest way.”

The policy aims to ensure that:

All members of the public know how to feed back to pinkies  and the process of making a complaint is simple. All staff treat feedback seriously and deal with it promptly, efficiently, courteously and keep the customer informed of the progress. Improved customer relations are built by resolving feedback during the initial stages wherever possible. All feedback is recorded and monitored so that we learn from it and take action to improve services.


The definition of a complaint

A complaint is as follows:

“An expression of dissatisfaction regarding pinkies standard of training, service, action or lack of action”

Please note a complaint is not ‘An initial request for a service to be delivered’.

Who can make a complaint?

Any member of the public or their representative, staff, businesses, public and voluntary bodies can make a complaint about pinkies 

How a complaint can be made

  • Verbally – At the time of appointment or over the phone.

  • Email – In the ‘contact us’ area of the site

  • Letter – Sent to; 

Pinkies 103 high street 



EX17 3LF

The complaints process

  1. All complaints can be made to any staff member. A response from the team should be made within 5 working days. This is regardless of how the complaint or expression of dissatisfaction is made.

  2. If you feel the response to your complaint under stage one is unsatisfactory, the next stage is for the complaint to be referred to the Assistant manager, who will investigate further and liaise with with any additional staff whose information may help resolve the complaint.

  3. You will receive a response within 10 working days. If an interim reply is needed you will be given a timescale by which a full reply will be received.

  4. If you feel the response to your complaint is still not satisfactory, you must advise us within one calendar month of the date of the response from stage 2 otherwise the case will be closed. The Director will then conduct an Internal Review. A full response will normally be received within 15 days.

Confidentiality: All complaints are treated with confidentiality in mind.

Anonymous complaints will be acted upon, however it is better to provide contact details so that the complainant can be informed of the outcome.

Aggressive or abusive complaints

Pinkies wants to deal fairly and honestly with complainants and ensure that other users, clients and staff do not suffer detriment from persons making vexatious complaints.

Equalities statement

Pinkies aims to handle all complaints fairly and honestly regardless of who makes the complaint. Pinkies treats all members of the community equitably and will not show bias to any particular individual or group.

Matters that are outside the policy

The following matters are not included in this policy;

Complaints which are subject to legal proceedings

All Complaints must are logged, recorded and analysed as part of the customer satisfaction procedure.

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