We would much rather hear it than not. If something about your visit, your booking or our team was not right, tell us and our management team will look into it personally.
How to complain
- Online: the form below, named, confidential or anonymous.
- By email: complaints@artisaspa.co.uk, which goes straight to management.
- By phone: 020 8558 8268.
- In person: tell whoever is at reception, who will log it for a manager.
What happens next
You get an acknowledgement at once with a reference. A manager replies personally, usually within one working day. If we need to look into something, you will have our full answer within ten working days, and we will tell you if it takes longer and why.
Named, confidential or anonymous
Named lets us reply to you by email and look into your visit properly. Confidential means management knows who you are but the therapist is not told; we can still look into it and reply to you. Anonymous means nothing identifying is recorded: no name, email, phone number or address. We give you a code instead, which is the only way to read our reply and write back at https://www.artisaspa.co.uk/complaints/status/. We treat anonymous complaints as signals to act on: no action is ever taken against a named person on an anonymous complaint alone, so if you want a particular visit put right, named or confidential works better.
If you are not satisfied
Ask for your complaint to be escalated to our Director, who will review it and reply. If you are still not satisfied, the Citizens Advice consumer helpline (0808 223 1133) can advise you on your options.
Something not right? Tell us.
We would rather hear it than not. Every complaint goes straight to our management team, and we reply personally, usually within one working day. You can tell us who you are, keep it confidential from the therapist, or stay anonymous.
Thank you. We have it.
Our management team has your complaint and will reply, usually within one working day.