Complaints policy
Clear handling of complaints about treatments and Academy programmes — including register and escalation.
This document
Complaints policy — save or print as PDF.
Terms & conditions
Cooling-off, refunds, postponement and student privacy.
View →Privacy Policy
GDPR / privacy statement.
View →Reem Beauty aims for careful treatments and professional Academy guidance. If you are still not satisfied, we take your report seriously, handle it confidentially and record it in our complaints register.
This complaints policy applies to skin clinic clients and to participants in Reem Beauty Academy programmes and day courses.
How can you submit a complaint?
Please describe as clearly as possible: what happened, when, and what you expect from us. A written complaint (email or form) is preferred so we can register it correctly.
Complaints officer: Rahaf Faour, info@reembeauty.nl.
By email
Send your report to info@reembeauty.nl
By phone
+31 6 4112 2502
Opening hours: daily 12:00–18:00 (closed on Tuesday)
Via WhatsApp
Send a message to +31 6 4112 2502
In the salon
You can also submit your complaint in person at Voorstraat 47A, 3201 BA Spijkenisse. We will confirm in writing.
Prefer the website? Use the form at the bottom of this page.
What happens to your complaint?
1. Acknowledgement
Within 5 working days you receive written confirmation that we have received and registered your complaint.
2. Review & registration
We review the complaint carefully, consult the relevant staff member or tutor where needed, and record the report in the complaints register. Complaints are handled confidentially.
3. Substantive response (within 4 weeks at the latest)
Within a maximum of 4 weeks after receipt you receive a substantive written reply and — where possible — a proposed solution. If more time is needed, you receive written notice within that period stating the reason for the delay and an expected response period.
Complaints register
All written complaints are entered in our internal complaints register. For each complaint we record, among other things:
- date of receipt and (where applicable) date of closure;
- name of the complainant and a short description of the complaint;
- steps taken, outcome and any improvement measures.
The register is not public; it supports careful handling, quality improvement and (where needed) accountability to supervision. Data are kept confidential under our Privacy Policy and no longer than necessary for this purpose (in principle at least 2 years after closure).
Not satisfied with the outcome?
If you disagree with how your complaint was handled, you can submit the complaint to SoloPartners as an independent third party. Their ruling is binding on Reem Beauty Academy. We settle any consequences within 4 weeks of the ruling. After that, the route to the courts remains open.
SoloPartners membership
Reem Beauty is a member of SoloPartners. Membership details are listed below.
SoloPartners B.V.
Ridderhof 67, 5341 HS Oss, Nederland
Phone: 085 – 2010140
Email: info@solopartners.nl
Reem Beauty membership number: 163859
Is your complaint about how we process personal data? See also our Privacy Policy. You can also lodge a complaint with the Dutch Data Protection Authority (Autoriteit Persoonsgegevens).
Contact details
Reem Beauty
Voorstraat 47A
3201 BA Spijkenisse
Phone / WhatsApp: +31 6 4112 2502
Email: info@reembeauty.nl
Opening hours: daily 12:00–18:00 (closed on Tuesday)
KVK: 85743844 · BTW: NL004138342B85
Your opinion matters
Feedback helps us improve our service, treatments and programmes. Please do not hesitate to get in touch.
Frequently asked questions
How do I submit a complaint?
Preferably by email or via the form on this page (also phone, WhatsApp or in the salon). Include what, when and what you expect from us.
How quickly will I get a reply?
Acknowledgement within 5 working days; substantive reply within 4 weeks of receipt at the latest. If delayed, you receive the reason and an expected response period in writing.
What is the complaints register?
An internal, confidential overview in which we record each written complaint, the handling and the outcome for careful follow-up and quality improvement.
What if we cannot resolve it?
If you disagree with how your complaint was handled, you can submit it to SoloPartners as an independent third party. Their ruling is binding on Reem Beauty Academy; after that, the route to the courts remains open.
Submit a complaint via the form
Fill in the form below. We register your report in the complaints register and follow the timelines above.