COMPLAINTS PROCEDURE

Name: Deluxe Dermis Ltd. T/A Nakemiin
Address: 72 High Street, Bedford
Telephone: 07572 730948

Last updated: 25 September 2026

At Näkemiin, we aim to provide a calm, professional and supportive experience. We take concerns seriously and use complaints as an opportunity to resolve problems and improve our services.

1. Raising a Concern

If you are unhappy with a treatment, service or interaction, please contact us as soon as reasonably possible.

Where your concern relates to a treatment result or reaction, contacting us promptly allows us to assess the area and provide appropriate advice. Ideally, treatment concerns should be raised within 48 hours, but this does not remove your right to complain later.

Complaints can be sent to:

Email: info@nakemiin.com
Telephone: 07572 730948
Post: Näkemiin,72 High Street, Harrold, Bedfordshire, MK43 7BH

Please include, where relevant:

your full name and contact details
the date of your appointment
the treatment or service received
the name of the team member involved, if known
a clear description of your concern
photographs or supporting information
the outcome you are seeking

If you require help making a complaint because of a disability, accessibility need or communication difficulty, please let us know.

2. Treatment Reactions

If you experience an unexpected reaction, please contact us promptly and follow any aftercare guidance provided.

We may ask you to provide photographs or attend an assessment before further treatment or corrective work is offered.

If you believe you are experiencing a medical emergency or a severe reaction, seek urgent medical assistance first.

3. How We Handle Complaints

We aim to:

acknowledge a written complaint within three working days
review relevant consultation forms, consent records, treatment notes, photographs and communications
speak with the team member involved where appropriate
request further information or an assessment if needed
provide a written response within ten working days

If additional time is required, we will explain the reason and provide an updated timescale.

Complaints will be handled respectfully, objectively and as confidentially as reasonably possible.

4. Possible Outcomes

The appropriate outcome will depend on the circumstances and may include:

an explanation, advice or reassurance
additional aftercare support
an assessment
an adjustment, corrective treatment or repeat performance
staff guidance or changes to our procedures
a price reduction
a partial or full refund where appropriate or legally required

Nothing in this procedure affects your statutory rights.

5. Further Review

If you remain dissatisfied after receiving our response, you may request a final review by the salon owner.

Where relevant, we may also notify or seek guidance from our insurer, professional adviser or another appropriate body. An insurer does not act as an independent complaints service and may not be able to consider every complaint.

You may obtain independent consumer advice from the Citizens Advice Consumer Service or pursue any other rights available to you.

6. Contact

For questions about this Complaints Procedure, contact:

Näkemiin
Deluxe Dermis Ltd. T/A Näkemiin
Email: info@nakemiin.com
Telephone: 07572 730948