This page contains the formal Feedback & Complaints Policy for Collinge & Co. It can be shared with apprentices, employers, clients, customers, visitors, suppliers or anyone else who asks for it.

Feedback & Complaints Policy

1. At a glance

We want people to feel able to raise feedback, concerns or complaints with us. We will listen, treat people fairly, respond promptly and use feedback to improve our services.

Complaints can usually be raised:

• In person
• By phone
• By email
• By letter

Where possible, we aim to resolve concerns informally and locally first. If this does not resolve the matter, a formal complaint can be made in writing and escalated through the stages in this policy.

Making a complaint will not disadvantage anyone. Apprentices, clients, customers, employers, parents, carers, visitors and suppliers should feel safe to raise concerns without fear of unfair treatment.

2. Who this policy is for

This policy is for anyone who is dissatisfied with a service, decision, action or lack of action by Collinge & Co Limited, Collinge & Co Training Limited, or anyone acting on our behalf.

This may include:

• Apprentices enrolled on a training programme provided by Collinge & Co Training
• Employers of apprentices enrolled on a training programme provided by Collinge & Co Training
• Parents or carers of apprentices, where appropriate
• Clients of Collinge & Co salons, including Collinge & Co Training and Graduates salons
• Customers who have made a purchase through collingeandco.com
• Visitors, suppliers or others who engage with Collinge & Co