Complaint form

Complaints Procedure

Complaints Procedure – Mtherapyroom
At Mtherapyroom, we are committed to providing a professional, safe and high-quality massage experience for all our clients.

If you feel that any aspect of our service has not met your expectations, we encourage you to let us know so that we can investigate the matter and take appropriate action.

All complaints are taken seriously and handled in a respectful and confidential manner.

Important Information

Basic Terms and Conditions

How to Make a Complaint

If you wish to make a complaint, you can contact us using one of the following methods:

Mtherapyroom
Monika Moczulska
Unit Paris 4
Parklands
Railton Rd
Guildford
GU2 9JX

Call or message: 0749 368 9263
WhatsApp contact preferred
Email: info@mtherapyroom.com

You may also submit a formal complaint by downloading and completing our Complaint Form (see link below) and sending it to us via email.

To help us investigate your complaint efficiently, please include:

  • Your full name and contact details
  • Date and time of your appointment
  • Type of treatment received
  • Name of the therapist (if known)
  • A clear and detailed description of your concern

Please note that complaints should be submitted within 14 days of the appointment date.

What Happens Next?

Once your complaint has been received:

  • We will acknowledge receipt of your complaint within 3 working days
  • We will carefully review and investigate the matter
  • A full response will be provided within 10 working days

If additional time is required, we will inform you and provide an updated response timeframe.

If You Are Not Satisfied
If you are not satisfied with our initial response, you may request that your complaint is reviewed by a senior member of our management team.

If you remain dissatisfied following the internal review, you may choose to escalate the complaint to the relevant external authority, depending on the nature of the matter.
Download Complaint Form

To submit a formal complaint, please download and complete the form below and send it to:
Email: info@mtherapyroom.com

DOWNLOAD FORM

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