Conditions of Sale

Your attention is particularly drawn to the provisions of:

• clause 2 (Trade only); and
• clause 13 (Limitation of liability).

1. 1. About us
   1. 1.1 Company details. D B Agencies Limited (company number 05342731) (we and us) is a company registered in England and Wales and our registered office is at Unit 5 Cropper Close, Whitehills Business Park, Blackpool, FY4 5PU. We operate the website yourbrandhairproducts.com.
   2. 1.2 Contacting us. To contact us, telephone our customer service team at 01772 469815 or email us at customerservice@yourbrandhairproducts.com. How to give us formal notice of any matter under the Contract is set out in clause 21.2.
2. 2. Trade only
   1. 2.1 We operate as a wholesaler, supplying products for professional use. By placing an order with us you are confirming that you are in business and purchasing goods for the purpose of the business. All products sold on this website are intended for those qualified in barbering, hairdressing, and beauty and products purchased will be used for their intended purpose. We accept no responsibility for untrained personnel using or misusing products purchased from us.
3. 3. Our contract with you
   1. 3.1 Our contract. These terms and conditions (Terms) apply to the order by you and supply of goods and services by us to you (Contract). They apply to the exclusion of any other terms that you seek to impose or incorporate, or which are implied by law, trade custom, practice or course of dealing.
   2. 3.2 Entire agreement. The Contract is the entire agreement between you and us in relation to its subject matter. You acknowledge that you have not relied on any statement, promise or representation or assurance or warranty that is not set out in the Contract.
4. 4. Placing an order and its acceptance
   1. 4.1 Placing your order. Please follow the onscreen prompts to place your order. Alternatively, you may email us at sales@yourbrandhairproducts.com or telephone us at +44(0) 1772 469815 to make an order. You may only submit an order using either of these three methods. Each order is an offer by you to buy the goods specified in the order (Goods) or services specified in the order (Services) subject to these Terms.
   2. 4.2 Correcting input errors. Our online order process allows you to check and amend any errors before submitting your order to us. Please check the order carefully before confirming it. You are responsible for ensuring that your order and any specification submitted by you is complete and accurate.
   3. 4.3 Acknowledging receipt of your order. After you place your order, you will receive an email from us acknowledging that we have received it, but please note that this does not mean that your order has been accepted. Our acceptance of your order will take place as described in clause 4.4.
   4. 4.4 Accepting your order. Our acceptance of your order takes place when we send an email to you to accept it (Order Confirmation), at which point and on which date (Commencement Date) the Contract between you and us will come into existence. The Contract will relate only to those Services confirmed in the Order Confirmation.
   5. 4.5 If we cannot accept your order. If we are unable to supply you with the Goods or Services for any reason, we will inform you of this by email and we will not process your order. If you have already paid for the Goods or Services, we will refund you the full amount.
5. 5. Cancelling your order
   1. 5.1 You may cancel the Contract if you notify us as set out in clause 5.2 within 2 days of your receipt of the Order Confirmation. You cannot cancel the Contract once we have delivered the Goods or completed the Services, even if the 5-day period is still running.
   2. 5.2 To cancel the Contract, you must email us at sales@yourbrandhairproducts.com or by calling our Customer Services team on 01772 469815. If you are emailing us or writing to us, please include details of your order to help us to identify it.
   3. 5.3 If you cancel the Contract, we will refund you in full for the price you paid for the Goods or Services, by the method you used for payment. We may deduct from any refund an amount for the supply of the Services provided for the period up to the time when you gave notice of cancellation in accordance with clause 5.2. The amount we deduct will reflect the amount that has been supplied as a proportion of the entirety of the Contract.
6. 6. Our goods
   1. 6.1 The images of the Goods on our site or brochure are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your computer's display of the colours accurately reflects the colour of the Goods. The colour of your Goods may vary slightly from those images.
   2. 6.2 Although we have made every effort to be as accurate as possible, all sizes, weights, capacities, dimensions and measurements indicated on our site have a 2% tolerance.
   3. 6.3 The packaging of your Goods may vary from that shown on images on our site.
   4. 6.4 We reserve the right to amend the specification of the Goods if required by any applicable statutory or regulatory requirement.
7. 7. Our services
   1. 7.1 Descriptions and illustrations. Any descriptions or illustrations on our site or brochure are published for the sole purpose of giving an approximate idea of the services described in them. They will not form part of the Contract or have any contractual force.
   2. 7.2 Compliance with the specification. Subject to our right to amend the specification (see clause 7.3) we will supply the Services to you in accordance with the specification for the Services appearing on our website or brochure at the date of your order in all material respects.
   3. 7.3 Changes to specification. We reserve the right to amend the specification of the Services if required by any applicable statutory or regulatory requirement or if the amendment will not materially affect the nature or quality of the Services, and we will notify you in advance of any such amendment.
   4. 7.4 Reasonable care and skill. We warrant to you that the Services will be provided using reasonable care and skill.
   5. 7.5 Time for performance. We will use all reasonable endeavours to meet any performance dates specified in the Order Confirmation, but any such dates are estimates only, and failure to perform the Services by such dates will not give you the right to terminate the Contract.
8. 8. Your obligations in respect of the Services
   1. 8.1 It is your responsibility to ensure that (including but not limited to):
      1. 8.1.1 the terms of your order are complete and accurate;
      2. 8.1.2 you cooperate with us in all matters relating to the Services;
      3. 8.1.3 you provide us with such information and materials we may reasonably require in order to supply the Services, and ensure that such information is complete and accurate in all material respects; or
      4. 8.1.4 you obtain and maintain all necessary licences, permissions and consents which may be required for the Services before the date on which the Services are to start.
   2. 8.2 If our ability to perform the Services is prevented or delayed by any failure by you to fulfil any obligation listed in clause 8.1 (Your Default):
      1. 8.2.1 we will be entitled to suspend the performance of the Services until you remedy Your Default and to rely on Your Default to relieve us from the performance of the Services, in each case, to the extent Your Default prevents or delays the performance of the Services. In certain circumstances, Your Default may entitle us to terminate the Contract under clause 19 (Termination);
      2. 8.2.1 we will not be responsible for any costs or losses you sustain or incur arising directly or indirectly from our failure or delay to perform the Services; and
      3. 8.2.3 it will be your responsibility to reimburse us on written demand for any costs or losses we sustain or incur arising directly or indirectly from Your Default.
9. 9. Delivery, transfer of risk and title
   1. 9.1 In respect of the order made online, we estimate the delivery date to be 2 to 3 working days from the date of the Order Confirmation.
   2. 9.2 In respect of the order for Services or any new custom-made order made by the customer, we estimate the delivery date to be 20 working days from the date the works (as a result of our Services) are confirmed by you by email.
   3. 9.3 In respect of the repeat and same order for Services for our existing or repeat customer, we estimate the delivery date to be 10 working days from the payment we received from you in respect of the Services.
   4. 9.4 For the avoidance of doubt, the 10 working days delivery date stated in clause ‎9.3 does not apply to any new custom-made order or new Services made by our existing or repeat customer as this will require you to confirm the new works (as a result of our Services) before we can deliver the Goods to you. In this event, the delivery date stated in clause ‎9.2 will apply.
   5. 9.5 All dates or periods quoted for delivery of the Goods and Services are approximate only. Time of delivery is not of the essence which means we will make reasonable efforts to deliver the Goods or Services on the dates quoted above or to you. Occasionally our delivery to you may be affected by an Event Outside Our Control. See clause 20 for our responsibilities when this happens.
   6. 9.6 Delivery is complete once the Goods have been unloaded at the address for delivery set out in your order, and the Goods will be at your risk from that time.
   7. 9.7 You only own the Goods once we have received payment in full, including of all applicable delivery charges.
   8. 9.8 If we fail to deliver the Goods, our liability is limited to the cost of obtaining replacement goods of a similar description and quality in the cheapest market available, less the price of the Goods. However, we will not be liable to the extent that any failure to deliver was caused by an Event Outside Our Control, or because you failed to provide adequate delivery instructions or any other instructions that are relevant to the supply of goods.
10. 10. International delivery
    1. 10.1 We deliver to countries outside of the United Kingdom (International Delivery Destinations). However, there are restrictions on some Goods for certain International Delivery Destinations, so please review the information on that page carefully before ordering Goods.
    2. 10.2 If you order Goods from our site for delivery to one of the International Delivery Destinations, your order may be subject to import duties and taxes, which are applied when the delivery reaches that destination. Please note that we have no control over these charges, and we cannot predict their amount.
    3. 10.3 You will be responsible for payment of any such import duties and taxes. Please contact your local customs office for further information before placing your order.
    4. 10.4 You must comply with all applicable laws and regulations of the country for which the Goods are destined. We will not be liable or responsible if you break any such law.
11. 11. Charges
    1. 11.1 In consideration of us providing the Goods and Services, you must pay our charges (Charges) in accordance with clause 11.
    2. 11.2 The Charges are the prices quoted on our site at the time you submit your order. The Charges do not include delivery charges. Our delivery charges are as advised to you during the check-out process before you confirm your order.
    3. 11.3 If you wish to change the scope of the Services after we accept your order, and we agree to such change, we will modify the Charges accordingly.
    4. 11.4 Our Charges are exclusive of VAT. Where VAT is payable in respect of some or all of the Goods or Services you must pay us such additional amounts in respect of VAT, at the applicable rate, at the same time as you pay the Charges.
    5. 11.5 Our Charges may change from time to time, but changes will not affect any order you have already placed and paid.
    6. 11.6 We take reasonable care to ensure that the prices stated for the Goods and Services are correct at the time when the relevant information was entered into the system. However, please see clause 11.7 for what happens if we discover an error in the price of the Goods or Services you ordered.
    7. 11.7 It is always possible that, despite our efforts, some of the Goods or Services on our site may be incorrectly priced. If the correct price for the Goods or Services is higher than the price stated on our site, we will contact you as soon as possible to inform you of this error, and we will give you the option of continuing to purchase the Goods or Services at the correct price or cancelling your order. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing.
12. 12. How to pay
    1. 12.1 Payment for the Goods and Services are in advance. We will take your payment upon acceptance of your order.
    2. 12.2 You can pay for the Services using STRIPE, a debit card, or a credit card. No cheque is allowed.
    3. 12.3 We will send you a performa once the order is confirmed by us. Such an invoice will also be sent to you together with the delivery of the Order.
    4. 12.4 If you fail to make a payment under the Contract by the due date, then, without limiting our remedies under clause 19 (Termination), you will have to pay interest on the overdue sum from the due date until payment of the overdue sum, whether before or after judgment. Interest under this clause 12.4 will accrue each day at 4% a year above the Bank of England's base rate from time to time, but at 4% a year for any period when that base rate is below 0%.
13. 13. Complaints
    1. 13.1 If a problem arises or you are dissatisfied with the Services, we have a comprehensive complaints policy, see Schedule 1 of these Terms.
14. 14. Our warranty for the goods
    1. 14.1 We do not warrant that the Goods comply with the laws, regulations or standards outside the UK.
    2. 14.2 We provide a warranty that on delivery, the Goods shall:
       1. 14.2.1 subject to clause 6, conform in all material respects with their description;
       2. 14.2.2 be free from material defects in design, material and workmanship; and
       3. 14.2.3 be of satisfactory quality (within the meaning of the Sale of Goods Act 1979).
    3. 14.3 Subject to clause 14.4, if:
       1. 14.3.1 you give us notice in writing within 5 days of discovery that some or all of the Goods do not comply with the warranty set out in clause 14.2;
       2. 14.3.2 we are given a reasonable opportunity to examine the Goods; and
       3. 14.3.3 we ask you to do so, you return the Goods to us at your cost, we will, at our option, repair or replace the defective Goods, or refund the price of the defective Goods in full.
    4. 14.4 We will not be liable for breach of the warranty set out in clause 14.2 if:
       1. 14.4.1 you make any further use of the Goods after giving notice to us under clause 14.3;
       2. 14.4.2 the defect arises because you did not follow our oral or written instructions as to the storage, commissioning, installation, use or maintenance of the Goods or (if there are none) good trade practices regarding the same;
       3. 14.4.3 the defect arises as a result of us following any drawing, design or specification supplied by you;
       4. 14.4.4 you alter or repair the Goods without our written consent;
       5. 14.4.5 the defect arises as a result of fair wear and tear, wilful damage, negligence, abnormal storage or working conditions; or
       6. 14.4.6 The goods differ from their description or specification as a result of changes made to ensure they comply with applicable statutory or regulatory requirements.
    5. 14.5 We will only be liable to you for the Goods' failure to comply with the warranty set out in clause 14.2 to the extent set out in clause 14.
    6. 14.6 Except as expressly stated in these Terms, we do not give any representations, warranties or undertakings in relation to the Goods. Any representation, condition or warranty which might be implied or incorporated into these Terms by statute, common law or otherwise is excluded to the fullest extent permitted by law. In particular, we will not be responsible for ensuring that the Goods are suitable for your purposes.
    7. 14.7 These Terms also apply to any repaired or replacement Goods supplied by us to you.
15. 15. Intellectual property rights
    1. 15.1 All intellectual property rights in or arising out of or in connection with the Services will be owned by us.
    2. 15.2 We agree to grant you a fully paid-up, worldwide, non-exclusive, royalty-free licence during the term of the Contract to copy the deliverables specified in your order (excluding materials provided to you) for the purpose of receiving and using the Services and such deliverables in your business. You may not sub-license, assign or otherwise transfer the rights granted in this clause 15.2.
    3. 15.3 You agree to grant us a fully paid-up, non-exclusive, royalty-free, non-transferable licence to copy and modify any materials provided by you to us for the term of the Contract for the purpose of providing the Services to you.
16. 16. How we may use your personal information
    1. 16.1 We will use any personal information you provide to us to:
       1. 16.1.1 provide the Goods or Services;
       2. 16.1.2 process your payment for the Goods or Services; and
       3. 16.1.3 inform you about similar products or services that we provide, but you may stop receiving these at any time by contacting us.
    2. 16.2 We will process your personal information in accordance with our privacy policy, the terms of which are incorporated into this Contract.
17. 17. Limitation of liability: YOUR ATTENTION IS PARTICULARLY DRAWN TO THIS CLAUSE.
    1. 17.1 The limits and exclusions in this clause reflect the insurance cover we have been able to arrange and you are responsible for making your own arrangements for the insurance of any excess loss.
    2. 17.2 Nothing in the Contract limits any liability which cannot legally be limited, including liability for:
       1. 17.2.1 death or personal injury caused by negligence;
       2. 17.2.2 fraud or fraudulent misrepresentation; and
       3. 17.2.3 breach of the terms implied by section 2 of the Supply of Goods and Services Act 1982 (title and quiet possession).
    3. 17.3 Subject to clause 17.2, we will not be liable to you, whether in contract, tort (including negligence), for breach of statutory duty, or otherwise, arising under or in connection with the Contract for:
       1. 17.3.1 loss of profits;
       2. 17.3.2 loss of sales or business or revenue;
       3. 17.3.3 loss of agreements or contracts;
       4. 17.3.4 loss of business opportunity;
       5. 17.3.5 loss of anticipated savings;
       6. 17.3.6 loss of use or corruption of software, data or information;
       7. 17.3.7 loss of or damage to goodwill; and
       8. 17.3.8 any indirect or consequential loss.
    4. 17.4 Subject to clause 17.2, our total liability to you arising under or in connection with the Contract, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, will be limited to the total Charges paid by you under the Contract.
    5. 17.5 We have given commitments as to compliance of the Goods and Services with the relevant specification in clause 7.2 and clause 14. In view of these commitments, the terms implied by sections 13 to 15 of the Sale of Goods Act 1979 and sections 3, 4 and 5 of the Supply of Goods and Services Act 1982 are, to the fullest extent permitted by law, excluded from the Contract.
    6. 17.6 Unless you notify us that you intend to make a claim in respect of an event within the notice period, we shall have no liability for that event. The notice period for an event shall start on the day on which you became, or ought reasonably to have become, aware of you having grounds to make a claim in respect of the event] and shall expire 3 months from that date. The notice must be in writing and must identify the event and the grounds for the claim in reasonable detail.
    7. 17.7 This clause 17 will survive termination of the Contract.
18. 18. Confidentiality
    1. 18.1 We each undertake that we will not at any time during the Contract, and for a period of 3 years after termination of the Contract, disclose to any person any confidential information concerning one another's business, affairs, customers, clients or suppliers, except as permitted by clause 18.2.
    2. 18.2 We each may disclose the other's confidential information:
       1. 18.2.1 to such of our respective employees, officers, representatives, subcontractors or advisers who need to know such information for the purposes of exercising our respective rights or carrying out our respective obligations under the Contract. We will each ensure that such employees, officers, representatives, subcontractors or advisers comply with this clause 18; and
       2. 18.2.2 as may be required by law, a court of competent jurisdiction or any governmental or regulatory authority.
    3. 18.3 Each of us may only use the other's confidential information for the purpose of fulfilling our respective obligations under the Contract.
19. 19. Termination and survival
    1. 19.1 Termination. Without limiting any of our other rights, we may suspend the performance of the Goods or Services, or terminate the Contract with immediate effect by giving written notice to you if:
       1. 19.1.1 you commit a material breach of any term of the Contract and (if such a breach is remediable) fail to remedy that breach within 7 days of you being notified in writing to do so;
       2. 19.1.2 you fail to pay any amount due under the Contract on the due date for payment;
       3. 19.1.3 you take any step or action in connection with you entering administration, provisional liquidation or any composition or arrangement with your creditors (other than in relation to a solvent restructuring), applying to the court for or obtaining a moratorium under Part A1 of the Insolvency Act 1986, being wound up (whether voluntarily or by order of the court, unless for the purpose of a solvent restructuring), having a receiver appointed to any of your assets or ceasing to carry on business [or, if the step or action is taken in another jurisdiction, in connection with any analogous procedure in the relevant jurisdiction];
       4. 19.1.4 you suspend, threaten to suspend, cease or threaten to cease to carry on all or a substantial part of your business; or
       5. 19.1.5 your financial position deteriorates to such an extent that, in our opinion, your capability to adequately fulfil your obligations under the Contract has been placed in jeopardy.
    2. 19.2 Termination of the Contract will not affect our rights and remedies that have accrued as of termination.
    3. 19.3 Survival. Any provision of the Contract that expressly or by implication is intended to come into or continue in force on or after termination will remain in full force and effect.
20. 20. Events outside our control
    1. 20.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under the Contract that is caused by any act or event beyond our reasonable control (Event Outside Our Control).
    2. 20.2 If an Event Outside Our Control takes place that affects the performance of our obligations under the Contract:
       1. 20.2.1 we will contact you as soon as reasonably possible to notify you; and
       2. 20.2.2 our obligations under the Contract will be suspended, and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. We will arrange a new date for the delivery of the Goods or the performance of the Services with you after the Event Outside Our Control is over.
    3. 20.3 You may cancel the Contract affected by an Event Outside Our Control which has continued for more than 60 days. To cancel, please contact us. If you opt to cancel, we will refund the price you have paid, less the charges reasonably and actually incurred by us by performing the Goods or Services up to the date of the occurrence of the Event Outside Our Control.
21. 21. Communications between us
    1. 21.1 When we refer to "in writing" in these Terms, this includes email.
    2. 21.2 Any notice or other communication given under or in connection with the Contract must be in writing and be delivered personally, sent by pre-paid first class post or other next working day delivery service, or email.
    3. 21.3 A notice or other communication is deemed to have been received:
       1. 21.3.1 if delivered personally, on signature of a delivery receipt or at the time the notice is left at the proper address;
       2. 21.3.2 if sent by pre-paid first-class post or other next working day delivery service, at 9.00 am on the second working day after posting; or
       3. 21.3.3 if sent by email, at 9.00 am the next working day after transmission.
    4. 21.4 In proving the service of any notice, it will be sufficient to prove, in the case of a letter, that such letter was properly addressed, stamped and placed in the post and, in the case of an email, that such email was sent to the specified email address of the addressee.
    5. 21.5 The provisions of this clause will not apply to the service of any proceedings or other documents in any legal action.
22. 22. General
    1. 22.1 Assignment and transfer
       1. 22.1.1 We may assign or transfer our rights and obligations under the Contract to another entity but will always notify you in writing or by posting on this webpage if this happens.
       2. 22.1.2 You may only assign or transfer your rights or your obligations under the Contract to another person if we agree in writing.
    2. 22.2 Variation. Any variation of the Contract only has effect if it is in writing and signed by you and us (or our respective authorised representatives).
    3. 22.3 Waiver. If we do not insist that you perform any of your obligations under the Contract, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you or that you do not have to comply with those obligations. If we do waive any rights, we will only do so in writing, and that will not mean that we will automatically waive any right related to any later default by you.
    4. 22.4 Severance. Each paragraph of these Terms operates separately. If any court or relevant authority decides that any of them is unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.
    5. 22.5 Third-party rights. The Contract is between you and us. No other person has any right to enforce any of its terms.
    6. 22.6 Governing law and jurisdiction. The Contract is governed by English law and we each irrevocably agree to submit all disputes arising out of or in connection with the Contract to the exclusive jurisdiction of the English courts.

DB Agencies Limited t/a Your Brand Hair Products;

• is committed to providing a high standard of quality products and services to all customers, regardless of the size of the order
• will take seriously any concern or complaint and will look into it promptly for resolution as quickly as possible
• recognises that all customers
  • have the right to raise concerns or complaints about our products and services
  • have access to clear information on how to raise complaints and concerns
• concerns and complaints procedure is open to all customers who receive or request a product and/or service from DB Agencies Limited t/a Your Brand Hair Products and any organisations acting on their behalf
• will publish online this policy and procedure and make available a copy to anyone who asks for it
• will deal with complaints in line with DB Agencies Limited t/a Your Brand Hair Products Privacy policy
• will keep a register of all complaints, which will be reviewed regularly in line with our quality management system
• complaints procedure will be part of the process of monitoring the quality and effectiveness of its product and/or services

All staff, including company Directors, are required to read, understand and comply with this policy and its procedures

Introduction

1. 1.1 DB Agencies Limited t/a Your Brand Hair Products strives for high standards in product and service delivery and welcomes feedback from customers, suppliers, stakeholders, and anyone who works with us on all aspects of our products and services. Such feedback is invaluable in helping us evaluate and improve our work.
2. 1.2 The objectives of DB Agencies Limited t/a Your Brand Hair Products complaints policy and procedures are to:
   • Ensure everyone knows how to make a complaint and how a complaint will be handled
   • Ensure that complaints are dealt with consistently, fairly and quickly within clear time frames
   • Provide customers with a fair and effective way to complain about our products and/or services
   • Ensure that complaints are monitored to improve our products and services
3. 1.3 DB Agencies Limited t/a Your Brand Hair Products will ensure that we:
   • Listen carefully to complaints and treat complaints as urgent, where possible
   • Record, store and manage all complaints accurately and in accordance with the Data Protection Act
   • Investigate the complaint fully, objectively and within the stated time frame
   • Notify the complainant of the results of the investigation
   • Inform the complainant of any action that will be implemented in order to ensure that there is no re-occurrence
   • Report internally on an annual basis the number of complaints received, the outcomes and any actions taken

Definition of a complaint

1. 2.1 A complaint is any expression of dissatisfaction by an individual, whether justified or not.
2. 2.2 An individual may make a complaint if they feel DB Agencies Limited t/a Your Brand Hair Products has:
   • Failed to provide a product and/or service
   • Failed to provide an acceptable standard of product and/or service
   • Made a significant mistake in the way the product and/or service was provided
   • Failed to act in a proper way or felt they were treated unfairly
3. 2.3 This policy and procedure relate only to complaints received about DB Agencies Limited t/a Your Brand Hair Products and its products and/or services that are reported within 28 days of receipt of delivery of goods and/or services.

Concern or Complaint

1. 3.1 It is important to establish the difference between a concern and a complaint. Taking informal concerns seriously at the earliest stage will reduce the likelihood of their developing into formal complaints.
2. 3.2 If you have any concerns about our work, please tell a staff member or their manager as soon as possible, so they can quickly understand your concerns and try to put things right.
3. 3.3 If you are not happy with the response to your concern and/or you want to make a formal complaint please follow the procedure below.

Complaints Procedure

1. 4.1 DB Agencies Limited t/a Your Brand Hair Products aims to settle the majority of complaints quickly and satisfactorily by the appropriate member of staff. The complaint may be resolved quickly by way of an apology or by an acceptable explanation to the individual, or a credit/refund if appropriate.
2. 4.2 There are three stages to the complaint’s procedure:
   • Stage One – the complaint
   • Stage Two – investigation
   • Stage Three – appeal (if applicable), outcome and resolution

Stage One - The complaint

1. 5.1 The complaint must be written and submitted by email, with any corresponding photography to support your complaint, to sales@yourbrandhairproducts.com, or by post to Unit 5 Cropper Close, Whitehills Business Park, Blackpool, FY4 5PU.
2. 5.2 Individuals wishing to make a complaint should contact the sales department. Alternatively, they can contact us by writing to: DB Agencies Limited t/a Your Brand Hair Products, Unit 5 Cropper Close, Whitehills Business Park, Blackpool, FY4 5PU.
3. 5.3 The complaint should include the complainants business name and address, the nature and date of the complaint and how they want to see it resolved.
4. 5.4 On receipt, each complaint will be allocated a reference number and logged on the complaints register. Complainants must receive an acknowledgement within 3 working days of receipt of a written complaint.

Stage Two - Investigation

1. 6.1 All complaints at this stage should be dealt with by an appropriate staff member. If they need to speak with the complainant, they will do so within seven working days of receiving the written complaint.
2. 6.2 Complaints will be fully investigated, and a written response will be provided to the complainant within ten working days by the investigator.
3. 6.3 The complainant will receive written confirmation of the outcome of any investigation any recommendations/remedies made, such as reviewing of policies, staff development and training or appropriate improvement to our products and/or services.
4. 6.4 Where the complaint is upheld, an apology should be offered.
5. 6.5 Occasionally investigations may take longer, particularly if the complaint is complex. Should this be the case a holding email will be sent after ten working days and a final date given for a conclusion to be reached.
6. 6.6 If an individual remains dissatisfied with the outcome from Stage Two, they can appeal within fourteen working days of the date of the outcome and progress to Stage Three.
7. 6.7 The complaints register will be updated, and any pending complaints will be flagged so they are followed up

Stage Three – Appeal (if applicable), outcome and resolution

1. 7.1 If the complaint cannot be resolved to the complainant's satisfaction at Stage Two, or if the manager feels that the complaint is of a very serious nature or concerns a specific staff member, then it will be referred to the Director.
2. 7.2 If the complaint is about the Director then the matter will be discussed with a different Director or senior manager.
3. 7.3 The Director and/or senior manager will acknowledge receipt within three working days, they will review the Stage Two investigation and recommend one of the following actions within ten working days (from the date the complainant stated they wanted to take the complaint to Stage Three):
   • Uphold the action taken at Stage Two
   • Make changes to the Stage Two recommendations/actions
4. 7.4 The complainant should be informed in writing of the outcome of Stage Three, the decision reached about this complaint will then be final but other options available to the complainant (as listed below) should be detailed in the communication.
5. 7.5 If after DB Agencies Limited t/a Your Brand Hair Products has been through the three stages and the complainant is still not satisfied with the result, they should be advised that there is no further right of appeal with DB Agencies Limited t/a Your Brand Hair Products but they could approach any of the following agencies for advice:
   • A solicitor
   • Citizens Advice Bureau

This should be done within one month of receiving the outcome from the appeal.

Anonymous complaints

1. 8.1 Complaints received anonymously will be recorded and considered, but action may be limited if further information is required to ensure a full and fair investigation.

Data protection

1. 9.1 To process a complaint, DB Agencies Limited t/a Your Brand Hair Products will hold personal data about the complainant, which the individual provides, and which other people give in response to the complaint. We will hold this data securely and only use it to address the complaint. The identity of the person making the complaint will only be known to those who need to consider the complaint and will not be revealed to other people or made public. However, it may not be possible to preserve confidentiality in some circumstances, for example, where relevant legislation is applied, or allegations are made which involve the conduct of third parties.
2. 9.2 DB Agencies Limited t/a Your Brand Hair Products will normally destroy complaints files in a secure manner six years after the complaint has been closed.

Monitoring

1. 10.1 Complaints are an important tool which, alongside data provided by exit surveys, customer engagement surveys, user feedback and staff focus groups, will allow us to learn about the products and/or services we provide. They provide a useful source of information about how customers see our products and/or services and how we are serving them. To ensure we can learn from complaints, the following data will be collected:
   • Name and address
   • Name of person dealing with the complaint
   • Date of complaint and response
   • Nature of complaint
   • Action(s) taken/recommendations made in response to the complaint lessons learnt
2. 10.2 Complaints information will be considered on a regular basis by the management team and reported annually to DB Agencies Limited t/a Your Brand Hair Products Directors. Wherever possible the data will be used to improve and develop the products and/or services.