At EMK Hair, we are committed to providing high-quality products and services. However, if you are not satisfied with any aspect of your experience, we encourage you to let us know so that we can address the issue promptly and effectively. This Complaint Policy outlines the process for raising and resolving complaints.

How to Make a Complaint

If you have a complaint about a product, service, or your experience with EMK Hair, please contact us using one of the following methods:

• Email: Send your complaint to info@emkhair.co.uk. Please include your full name, contact details, order number (if applicable), and a detailed description of the issue.

• Phone: Call our customer service team at [07404845694] during business hours.

Complaint Handling Process

• Acknowledgment: Upon receiving your complaint, we will acknowledge it within 2 business days. This acknowledgment will include the name of the person handling your complaint and an estimated timeframe for resolution.

• Investigation: We will thoroughly investigate your complaint by reviewing the relevant details, contacting involved parties if necessary, and assessing the situation.

• Resolution: After the investigation, we will contact you with the outcome and our proposed resolution. This may include an apology, a replacement product, a refund, or other appropriate action.

• Timeframe: We aim to resolve complaints within 7 business days. If more time is needed, we will inform you of the delay and provide an updated timeframe.

Escalation Process

If you are not satisfied with the outcome of your complaint, you can request that your complaint be escalated. We will review the case again and provide a final decision within 5 business days of the escalation request.

Record Keeping

All complaints and related correspondence will be documented and stored securely in our records. This helps us monitor the effectiveness of our complaint handling process and make continuous improvements.

Confidentiality

Your complaint will be treated with the utmost confidentiality. Information related to your complaint will only be shared with those involved in the resolution process.

External Resolution

If you are not satisfied with our final decision, you may seek external resolution through a relevant consumer protection body or legal advisor. We hope to resolve your complaint internally, but you are entitled to pursue other avenues if necessary.

Continuous Improvement

At EMK Hair, we take all complaints seriously and use the feedback to improve our products, services, and overall customer experience. We appreciate your feedback and are committed to making positive changes where necessary.

Contact Information

For any questions or to follow up on a complaint, please contact us at:

- Email: emk.hair@hotmail.com

- Phone: 07404845694