We are committed to supporting our community and providing a high-quality experience for all our users. We value your feedback and take all complaints seriously. This procedure outlines the steps to follow if you have a complaint regarding a transaction conducted through our platform or any of our services. In the event of any dispute arising from a booking via our platform, Styled Home Studios will work with the property owner and client to facilitate an amicable resolution. However, Styled Home Studios is not liable for any legal disputes or claims that may arise between the parties.
How to report a dispute or submit a Complaint and our resolution procedure
Step 1: Contact Customer Support
Please send an email to help@styledhomestudios.co.uk with “Complaint” in the subject line along with the relevant reference name or ID number.
Information to Include:
– Your full name and contact details (email and phone number).
– A detailed description of the issue, including dates and relevant booking IDs.
– Any supporting documents or screenshots that can help us understand and help resolve your issue.
Acknowledgment of Complaint
Upon receiving your complaint, we will:
– Acknowledge receipt of your complaint within 24 hours.
– Provide you with a reference number for your complaint.
– Inform you of the next steps in the process.
Investigation and Resolution
Step 2: Investigation
– Our customer support team will thoroughly investigate your complaint.
– We may contact you for additional information or clarification if necessary.
– The investigation will be conducted impartially and promptly.
– If another party is involved Styled Home Studios will act as mediator to support a resolution.
Step 3: Resolution
– We aim to resolve all issues within 7 business days. If the investigation requires more time, we will notify you and provide an updated timeline.
– Once a resolution is reached, we will contact you with the outcome and any actions we have taken.
Possible Outcomes may include:
– An explanation and clarification of any misunderstandings.
– An apology and overview of corrective measures taken.
– Changes to our policies or procedures to prevent future issues.
Escalation Process
If you are not satisfied with the resolution provided you can request further review:
Step 4: Escalation: Email admin@styledhomestudios.co.uk with your complaint reference number and details of why you are not satisfied with the initial resolution.
– A senior manager will review your complaint and the previous investigation.
– We aim to provide a response within 5 business days of your escalation request.
External Resolution
If you are still dissatisfied after the escalation process, you may seek independent advice or contact a relevant external body, such as a consumer protection agency or an ombudsman, for further assistance.
Continuous Improvement
We are proud that complaints arising from the use of our platform are very rare; however we continuously review and analyse any feedback from our community to improve our services.
We are committed to resolving your issues and ensuring a positive experience on the Styled Home Studios platform.