What if a client makes a complaint?

If a client makes a complaint about the quality of your service, we’ll contact you as soon as possible to let you know, and ask for your feedback about the booking.

  • The Urban Customer Support team will make note of the client’s feedback, and will proceed to reach out to you for your version of events and booking feedback. 
  • The information is then reviewed in line with our quality processes. The course of action will be determined based on the type of complaint: technique, equipment, behaviour, unprofessionalism, hygiene, damaged property or injury . (For damaged property and injury complaints, see our insurance escalation FAQ here
  • A member of the Customer Support team will let both parties know the outcome of the complaint investigation, giving any feedback as needed. 

 

We take repeat complaints seriously

If you receive two complaints within 50 bookings, a profile review will be completed, to check that your service offering is in line with Urban standards and client expectations.

You might be asked to complete Hero Academy modules or further assessments. We may temporarily suspend your account while we do this (we’ll let you know first).

More than two complaints within 50 bookings? A further review will be completed, which may lead to us permanently deactivating your Hero account. 

Please note that if you receive more than one complaint related to behaviour* within 50 bookings, your Hero account will be permanently deactivated.


Our zero tolerance approach 

For complaints that breach Urban’s code of conduct, please refer to our Trust & Safety protocol here.

We will deactivate your account for up to five working days while that investigation goes ahead, and it may result in us permanently deactivating your account. 

*A ‘behaviour’ complaint is defined as when a Hero demonstrates conscious mal intent towards the client. An ‘unprofessionalism’ complaint is defined as complaints relating to the steps during a treatment that are not hands-on, but are required as part of the service. For example, miscommunication, consultation forms, communication treatment steps, discussions that are not appropriate for the environment. 

Please note if your profile has been removed the Urban platform due to customer complaints, you will be unable to re-apply or create a new account.