Curves Photography Studios – Complaint Procedure

At Curves Photography Studios, we pride ourselves on delivering an exceptional and empowering experience. However, if something isn’t right, we want to hear about it so we can make it right.

We are committed to:

  • Making it easy for you to tell us what went wrong

  • Handling your concerns sensitively and fairly

  • Resolving your complaint promptly and professionally

  • Learning from feedback to continuously improve our service

How to Make a Complaint

If you are dissatisfied with any part of your experience or our service, please contact us using one of the following methods:

In person – Visit our studio at:
Curves Photography Studios
1 Craven Court - Altrincham WA145DY
(Studio open Monday to Sunday, 10am–6pm)

In writing – Address your letter to:
FAO Accounts
Curves Photography Studios
1 Craven Court
Altrincham WA14 5DY

By telephone – Call us on 0161 274 9084 during studio hours and ask to speak to a member of our Customer Care Team.

By email – Send your complaint to: admin@curvesstudios.co.uk

What Happens Next?

We aim to resolve all complaints as quickly as possible and to your satisfaction. Below are the key steps and timeframes:

  • Resolved within 3 business days:
    If we can resolve your complaint quickly, we’ll send you a Summary Resolution Letter confirming the outcome and letting you know about your right to refer the matter to the Financial Ombudsman Service, if applicable.

  • Not resolved within 3 business days:
    We’ll acknowledge your complaint in writing within 5 business days, including a copy of this complaints procedure.

  • We will keep you updated on the progress of your complaint and let you know when you can expect to hear from us next.

  • After 4 weeks:
    If we haven’t resolved your complaint, we’ll send you a 4-week update letter explaining why and confirming we’re still investigating.

  • After 8 weeks:
    If your complaint is still unresolved, we’ll send a Final Response Letter explaining our decision, or a letter explaining why we are still unable to respond in full. At this point, you may be entitled to refer your complaint to the Financial Ombudsman Service.

Third Party Complaints

  • If a third party is solely responsible, we’ll forward your complaint to them within 5 business days and let you know.

  • If a third party is jointly responsible, we’ll notify them and you within 5 business days, and investigate the parts relevant to us in line with our usual procedure.

Unresolved Complaints – Your Right to Refer

If we are unable to reach a resolution within 8 weeks, or if you are unhappy with our final response, you may be eligible to refer your complaint to the Financial Ombudsman Service (FOS).

You must contact the FOS within six months of the date on our final response letter.

Financial Ombudsman Service Contact Details

The Financial Ombudsman Service
Exchange Tower
London, E14 9SR

Phone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

If you have any questions about this process or need assistance, please don’t hesitate to contact us directly.

Curves Photography Studios
Empowering confidence – beautifully captured.