statement of purpose
Name of Establishment or Agency: The Nibblers Ltd T/A The Beauty Rooms
Address and Postcode: 68 Holton Road, Barry, Vale of Glamorgan CF63 4HE
Telephone Number: 01446 736318
Email Address: Carys@TheNibblers.co.uk
Fax Number: N/A
Aims and Objectives of the Establishment or Agency
To provide Laser Hair Removal at a high standard of care following correct protocol according to our training and manufacturers guidance.
Ensure our clients privacy and dignity be respected in line with the Equality Act 2010
Ensure all PPE and Covid guidelines are met at all time whilst ensuring the salon is always keep to a high standard of cleanliness.
Ensure clients are provided with enough information to make an informed decision about their treatment plan. We will carry out a face-to-face consultation prior to laser treatment to discuss the skin/hair type of the client, risks, benefits, and likely outcome of the treatment offered. We will also detail the associated costs of this treatment plan.
All before and aftercare will be provided and instructions on how to prevent infection and aid healing following treatment. Advice on when to contact a GP will also be provided.
We will store the clients’ details and documentation in a lockable cabinet in line with the Data Protection Act 2018
Registered Manager Details / Responsible Individual Details
Name: Carys Cheetham
Address and Postcode: 2, The Rise, Tonteg, Pontypridd, CF38 1UY
Telephone Number: 07817 318044
Email Address: Carys@TheNibblers.co.uk
Fax Number: N/A
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Relevant Qualifications
Grade 4 Core of Knowledge for Lasers, IPL & LED Aesthetic Treatments
Elysion Hair Removal (Cocoon Medical)
VTCT Level 2 Beauty Therapy
VTCT Level 3 Diploma in Spa & Body Treatments
VTCT Level 3 Diploma in Sports Massage Therapy
VTCT Level 3 NVQ Diploma in Customer Service
BTEC HNC Management & Business;
Which includes the following: Organisations, Competition and The Business Environment. Management & Organisational Behaviour. Marketing. The Management of Financial Information. Enterprise Management. Strategic Business Analysis. Contemporary issues in HRM – Concepts & Practises. Integrated Marketing Communications.
Essential Skills Wales Level 3
LVL Enhance Lashes Technician & Extend Lashes Technician
Diploma of Mesotherapy Nap-Page Technique
Diploma of No Needle Mesotherapy Machine
Diploma of Microneedling
Diploma in Dermaplaning
Staff Details
Name: Carys Cheetham
Position: Manager
Relevant Qualifications / Experience: As above
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Name: Bethan Cairns
Position: Senior Therapist
Relevant Qualifications / Experience:
Grade 4 Core of Knowledge for Lasers, IPL & LED Aesthetic Treatments
Elysion Hair Removal (Cocoon Medical)
VTCT Level 2 Beauty Therapy
VTCT Level 3 Diploma in Spa & Body Treatments
VTCT Level 3 Diploma in Sports Massage Therapy
VTCT Level 3 NVQ Diploma in Customer Service
LVL Enhance Lashes Technician & Extend Lashes Technician
Diploma in Dermaplaning
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Name: Kim Davidson
Position: Senior Therapist
Relevant Qualifications / Experience:
Grade 4 Core of Knowledge for Lasers, IPL & LED Aesthetic Treatments
Elysion Hair Removal (Cocoon Medical)
VTCT Level 2 Beauty Therapy
VTCT Level 3 Diploma in Complimentary Therapies
VTCT Level 3 NVQ Diploma in Customer Service
LVL Enhance Lashes Technician & Extend Lashes Technician
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Name: Sian White
Position: Senior Therapist
Relevant Qualifications / Experience:
Grade 4 Core of Knowledge for Lasers, IPL & LED Aesthetic Treatments
Elysion Hair Removal (Cocoon Medical)
VTCT Level 2 Beauty Therapy
VTCT Level 3 Diploma in Beauty Therapy
VTCT Level 3 NVQ Diploma in Customer Service
Extend Lashes Technician
Diploma of Mesotherapy Nap-Page Technique
Diploma of No Needle Mesotherapy Machine
Diploma of Microneedling
Diploma in Dermaplaning
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Name: Cody Davies
Position: Senior Therapist
Relevant Qualifications / Experience:
VTCT Level 2 Beauty Therapy
VTCT Level 3 Diploma in Beauty Therapy
VTCT Level 3 NVQ Diploma in Customer Service
LVL Enhance Lashes Technician & Extend Lashes Technician
Diploma in Dermaplaning
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Name: Megan Baker
Position: Junior Therapist
Relevant Qualifications / Experience:
VTCT Level 2 Beauty Therapy
Organisational Structure
Directors - Paul Cheetham and Collette Davies
Manager - Carys Cheetham
Senior Therapists - Sian White, Kim Davidson, Bethan Cairns, Cody Davies
Junior Therapist - Megan Baker
Services / Treatments / Facilities
Diode Laser Hair Removal using an Elysion Pro 2000w machine provided by Cocoon Medical.
Full PPE – Gloves, apron, face mask, safety wear glasses specifically for Diode laser 810. Glasses also provided for clients and a spare pair for clients with a chaperone.
Ultrasound Gel to provide a more comfortable experience with the laser head.
Additional Beauty and Holistic Therapies
Clients must be over the age of 18 years old.
However, it may not be suitable for certain hair and skin types which would be discussed in the initial client consultation, therefore clients over a certain age may not be a likely candidate for the treatment.
Patients Views
Full client medical consultation and patch test carried out 48 hours prior to any treatment.
Treatment procedure, timeline and realistic expectations will be discussed in full on consultation. Any questions the client have are answered to help the client make an informed decision.
Should the client wish to proceed all documentation must be signed. We advise the client to take a copy of all documentation, alternatively, this can be provided at request.
All pre and post treatment information is provided to the client ready for the treatment to be carried out.
We will ask about any medical, disability or mobility issues the client may have so that we can ensure nothing will affect the treatment plan and that the client is comfortable during treatment with us and to help provide a positive experience whilst with us.
Clients are checked for any medical/health changes at each subsequent visit and noted upon treatment plans. And any adjustments that need to be made will be discussed in full with the client before we move forward with our treatment plan.
Client feedback is always welcomed and actively encouraged so we can continually improve our services. Feedback forms available.
All client consultations are carried out in a dignified and private matter, away from other members of staff or clients within the salon.
Arrangements for Visiting / Opening Hours
Opening Hours
Monday - Closed
Tuesday - 9am-5pm
Wednesday - 9am-7pm
Thursday - 9am-7pm
Friday - 9am-5pm
Saturday - 9am-6pm
Sunday - Closed
All clients can contact us via social media messenger platforms outside of working hours.
If a client requires urgent medical care, they are advised to seek medical advice from their GP.
We do not provide treatments outside of working hours.
Should you have any disabilities that need accommodating during your visit please let us know upon booking.
Unfortunately, we do not have wheelchair access available for our lower level floor (Laser Hair Removal) however we can accommodate for alternative beauty therapies on our first floor level (IE Facials, Massage, Waxing etc)
Our internal main shop stairs are quite steep so should this pose a problem to you please do let us know upon booking and we can arrange lower ground access for you.
Parking is not available on site, however there is a carpark located on Thompson Street – This is the closest carpark. There is also a free carpark located by the central library by Kings Square. This is approx. a ten-minute walk away from us.
Arrangements for dealing with complaints
The Beauty Rooms aim to ensure that all the services it provides are of
the highest quality. Excellent client care is at the heart of our businesses ethos and this will never be intentionally compromised. The Beauty Rooms aim to provide all clients with the highest standards of care and customer service. If we fail to achieve this, we listen carefully and respond to complaints quickly acknowledging any mistakes and rectifying them so that we can make improvements to our service.
The complaint’s full policy is available to clients when they first raise concerns about any aspect of the treatment or service they have received.
There will be 3 main stages to The Beauty Rooms complaint’s process as well as a formal complaints option;
Stage 1 – The Manager Carys is responsible for the operation of the complaints policy on a day-to-day basis and is the point of contact for clients and staff seeking assistance with complaints. The majority of complaints can be dealt with immediately by staff. Training and support are provided for staff to help them fulfil their responsibilities in this area.
Whatever the outcome, the relevant member of staff is responsible for ensuring that a complaints reporting form/details entered into the accident book. This is located under the shop desk in the lockable cabinet as is completed and given to the Manager Immediately.
The Manager will then contact the client by the close of business (Maximum twenty-four hours of the complaint being reported) to see if we can rectify the matter amicably using a fair and reasonable approach. Direct contact details will be provided for the client to keep in regular contact with. Photographs and evidence will/may be requested. Aftercare advice reiterated and advice to seek a GP if need be.
Stage 2 – Independent external review – If a decision cannot not be reached that our client was not happy with, we will, as be required by the Alternative Dispute Resolution for Consumer Disputes Regulations 2015, refer the client to a certified alternative dispute resolution provider, Hair & Beauty Mediation. As mediators, they listen to both sides and help work towards a fair and reasonable compromise which is acceptable to both parties. It is not legally binding unless both parties agree on an outcome, but this will offer an alternative option than taking legal action. Any additional staff training that has been undertaken in response to this complaint will be relayed to our client. A letter will be sent to our client detailing this.
Hair & Beauty Mediation can be contacted by:
Phone: 01234 831965
Email: mediation@nhbf.co.uk
Website: www.nhbf.co.uk /complaint
Stage 3 – If we cannot, after mediation work towards to a fair and reasonable compromise that both parties are happy with then advise for our client to seek legal advice and to speak with HIW Health Inspectorate Wales. All details, including our insurance companies’ details would be provided for the client. HIW Health Inspectorate Wales and our Insurance company.
Heath Inspectorate for Wales, Rydycar Business Park, Merthyr Tydfil, CF48 1UZ Tel 0300 062 8163
Insurance – Policy Number BUK/211062 Beazley Solutions Ltd 22 Bishopsgate, London, EC2N 4BQ Phone 0207 667 0623
Formal Complaints – If a written complaint be received by either email or post it will be passed directly to the manager, if not already. Stage 1 will apply. Once received an investigation will take place and the client will be notified of an outcome, and we will explain how we aim to rectify this for them to a satisfactory manner including staff training and details of this provided to our client.
If, after following our formal complaints policy, we still can’t agree on how to resolve the complaint to our clients satisfaction we will implement stage 2. And thereafter, Stage 3 should they feel complaint is not dealt with to a satisfactory level.
We hope to resolve all matters within 8 weeks unless additional time requested to ADR or HIW.
At all times our client will be welcomed to provide feedback and how they feel we are resolving the matter. Our high level of customer service is always key to our over all client care.
Privacy and Dignity
Our client’s privacy and dignity are primary concerns of our business.
We will involve our clients as much as possible in discussions regarding the treatment.
Any disabilities will be taken into consideration when booking IE the use of an upstairs treatment room should the client have mobility issues. If a room is not available there will be an alternative date and time offered to our client prior to arrival.
Clients will be made aware of which therapist they will have at the start of their treatment and what the treatment outlines.
Ensure gender accommodation is available, or when not possible, provide clients support and safety needs in a mixed gender environment.
Ask our client what name they prefer to be called.
Identify people such as family or friends, in conjunction with the client to make them feel more comfortable.
Show an awareness to our client’s views, beliefs, culture and language.
Consider our client’s preferences in all decision-making and goal setting for treatment plans and expectations.
Treat our clients in an environment that is person centred and focussed on the person as an individual.
Ensure our clients are treated with dignity and respect and show sensitivity towards their cultural values and needs.
Make sure both our client and therapist are both aware on each subsequent visit of any health updates that could affect their treatment and results.
Maintain our client’s privacy during consultation and treatment, ensure that curtains, doors and window blinds are closed.
Be respectful of our client’s religious or faith traditions.
Make our client feel comfortable ensuring they enjoy their experience with us. Check that the client is happy before they leave and if required a signature to confirm this.
Feedback forms are available in our salon for open, honest, client feedback on their experience with us and if they feel we can improve in any area.
Date Statement of Purpose Written: 20.10.21
Author: Carys Cheetham, Manager