Complaints

Beautrix Last updated: 10 September 2026

Something gone wrong? Tell us.

We would much rather hear it than not. Most things we can fix the same week.

If it is about the service

Email hello@beautrix.app — a booking that did not send, a charge you did not expect, something broken. Tell us what happened and roughly when. We aim to reply within 5 working days and to have it sorted within 20.

If it is about your personal data

Use the form below. That covers anything about how we have collected, used, shared or held personal data — yours or someone else's — including a request we handled badly or did not answer.

So we can send you a reference and, later, the outcome.
Are you an artist, a client, or someone else?
Are you complaining for yourself or someone else?
Who is the complaint about?
Her name or booking link, if you have it.
“Some time in July” is a perfectly good answer.

We will:

  1. Acknowledge it within 30 days. Usually much sooner, but 30 days is the commitment.
  2. Look into it properly — not just check whether we followed our own process, but whether the process was right.
  3. Tell you what we found, what we are doing about it, and if we disagree with you, why.
  4. Keep you posted if it is going to take a while.

You can complain on behalf of someone else. We will ask for something showing they have asked you to.

You do not need to use any particular form of words, quote any law, or know whether what happened was actually a breach. Describe what happened.

Going to the regulator

You can complain to the Information Commissioner's Office at any point. You do not have to come to us first, and doing so does not stop you going to them afterwards.

ico.org.uk/make-a-complaint · 0303 123 1113 Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF

The ICO will usually ask whether you have raised it with us, and they generally prefer that you have — so it is worth telling us first, but it is your choice.

Alternative dispute resolution

We are not a member of an alternative dispute resolution scheme, and we are not required to be. If you are an artist and we cannot settle something between us, your remaining routes are the courts, or the ICO where it concerns personal data.

If your complaint is about an artist, not about us

If you booked an appointment and something went wrong with it — she did not turn up, the service was not what you paid for, she has your details and will not remove them — that is between you and her, and we are genuinely not able to resolve it. Beautrix is the software she uses to run her diary; we are not her agent, we did not introduce you to her, and we are not a party to your booking.

Contact her directly. Her details are on her booking page and on your confirmation email. If she has vanished and you cannot reach her at all, tell us at hello@beautrix.app — we cannot resolve your dispute, but we can try to make her aware of it, and if an artist is behaving in a way that breaches our Acceptable Use Policy we want to know.

For consumer rights generally, Citizens Advice on 0808 223 1133 is the right place to start.