Complaints Policy

Our Commitment

At The Sunbed Hub, operated by THE HUB COLLECTIVE LTD, we are committed to providing excellent service to all our users. We take all complaints seriously and aim to resolve issues quickly, fairly, and transparently.

This policy explains how to make a complaint about our platform, how we will handle it, and what you can expect from us.

What You Can Complain About

You can make a complaint if you are unhappy with:

• The quality of our platform or services
• How we have handled your account or membership
• Our customer service or response times
• Historic billing records or referral reward concerns
• Content moderation decisions
• How we have handled your personal data
• Accessibility issues with our platform
• Your Compliance Vault status or document handling
• Your Compliance Score or Salon Score, including errors or unexpected changes
• Staff profile issues, including access, permissions, or records linked to your account
• Document status errors or missing/expired flags you believe are incorrect
• Account access or permission issues
• Any other aspect of our service

How to Make a Complaint

Step 1: Contact Us Directly

We encourage you to contact us first so we can try to resolve your concern informally and quickly.

• Email: hello@sunbedhub.co.uk
• Subject Line: Please include "Complaint" in your subject line for priority handling

When contacting us, please include:

• Your name and registered email address
• Your account type: Salon Owner, Staff Account, or Supplier
• A clear description of your complaint
• Any relevant dates, reference numbers, or document names
• What outcome you are seeking
• Any supporting evidence (screenshots, emails, etc.)

Step 2: Formal Complaint

If you are not satisfied with our initial response, or if you prefer to make a formal complaint from the start, please email us with "FORMAL COMPLAINT" in the subject line. This will escalate your complaint to senior management.

Our Complaints Process

Acknowledgement

We will acknowledge your complaint within 2 business days of receipt. You will receive a confirmation email with a unique reference number.

Investigation

We will investigate your complaint thoroughly. This may involve:

• Reviewing your account and transaction history
• Speaking with relevant team members
• Examining any evidence you have provided
• Reviewing relevant Compliance Vault records, scoring data, or staff profile records where applicable
• Contacting you for additional information if needed

Response Timeframes

• Simple complaints: We aim to respond within 5 business days
• Complex complaints: We aim to respond within 15 business days
• Extended investigation: If we need more time, we will contact you to explain why and provide a new deadline

Resolution

Once we have completed our investigation, we will send you a written response explaining:

• A summary of your complaint
• What we found during our investigation
• Our decision and the reasons for it
• Any action we will take (such as a correction, refund, service credit, or process improvement)
• Your options if you remain dissatisfied

Historic Billing & Referral Reward Complaints

The confirmed one-location salon price is £299 per year plus VAT (£358.80 including VAT), but live Stripe checkout is completed separately during final external cutover. For billing issues, manual payment records or referral reward concerns:

• Email: hello@sunbedhub.co.uk
• Include any relevant historic reference, date, amount, referral ID or admin message
• We aim to resolve billing or reward disputes within 5 business days where possible

Please contact us directly so we can review the record and respond promptly.

If You Are Not Satisfied

If you are not satisfied with our response to your complaint, you have the following options:

Request an Internal Review

You can request that a senior manager reviews your complaint. Email us with "ESCALATION REQUEST" in the subject line, explaining why you disagree with our decision.

External Options

If you remain dissatisfied after our internal review, you may consider:

• Alternative Dispute Resolution (ADR): You may be able to use an ADR scheme to resolve your dispute. We can provide information about relevant ADR providers upon request.
• Citizens Advice: For general consumer advice, contact Citizens Advice
• Information Commissioner's Office (ICO): For complaints about how we handle your personal data, contact the ICO
• Small Claims Court: For disputes under £10,000, you may be able to use the small claims track

Complaints About Other Users

If your complaint is about another user on our platform (a supplier or salon member), please note:

• We can investigate potential violations of our Terms & Conditions
• We may take action such as issuing warnings, removing content, or suspending accounts
• We cannot mediate commercial disputes between users
• Disputes over products, services, or payments between users are between those parties

To report a user, email hello@sunbedhub.co.ukwith the subject "User Report" and include the user's business name and details of the issue.

Recording & Learning

We keep records of all complaints to help us:

• Track patterns and identify areas for improvement
• Train our team to provide better service
• Report to management on complaint trends
• Improve our platform and policies

Your feedback, even when critical, helps us become better. We genuinely appreciate users who take the time to let us know when things go wrong.

Contact Details