How to complain
Email notifyuse@shouldersghnew.world or write to us at 25-27 Buckingham Palace Road, London SW1W 0PP, United Kingdom. Please include your name, contact details, booking date (if applicable), and a clear description of your concern.
What happens next
- We acknowledge your complaint within three working days.
- A senior member of our team investigates and responds within 14 working days.
- If we need longer, we will explain why and provide a revised date.
If you remain dissatisfied
You may refer the matter to an alternative dispute resolution provider or seek advice from the Citizens Advice consumer service. This does not affect your statutory rights under UK consumer law.
Record keeping
We retain complaint records for up to 24 months to improve our services and demonstrate fair handling.