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Complaints

Our focus is on providing the highest industry standard of service, therefore we are always keen to know what our customers think we do well or where we could improve.

We are committed to the effective handling of complaints and timely resolution of disputes. The purpose of this document is to describe ways in which you can raise your concerns and how we will respond.

You can communicate your complaint with our Resolutions Officers using the following methods:

Email: sales@roxiecosmetics.co.uk

If you have a complaint you can express your concern directly with Roxie Cosmetics. You should explain the details of your complaint as clearly as you can. You may do this verbally or in writing.

When we receive a complaint, we will attempt to resolve it promptly. Upon receipt, we will acknowledge your complaint (generally within 5 business days) and contact you if any further information is needed. Once all information is available, we will investigate the matter thoroughly and fairly and inform you of the outcome as soon as possible, including any remedial action or redress which may be appropriate.

We will keep you updated on the progress throughout the process.

We will either send a final response (as described below) within 8 weeks or, at the end of that period, a response explaining that we are not in a position to make a final response, giving reasons for the delay and indicating when we expect to be able to provide a final response. This response will inform you whether you are entitled to refer the complaint to the Financial Ombudsman Service (the 'Ombudsman') if you are dissatisfied with the delay.

This will either:

  • uphold the complaint and, where appropriate, offer return/refund or;
  • reject the complaint and give reasons for doing so.

If we do not reach an agreement on your complaint (or do not respond within 8 weeks), you may refer the complaint to the Financial Ombudsman Service (FOS).

Website: https://www.financial-ombudsman.org.uk/
Phone: 0800 023 4567 (free call)
Online: https://www.financial-ombudsman.org.uk/contact-us/complain-online

External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints.