Policies
Food and Drinks Policy
Please note, we are a licensed premises and therefore ask that you do not bring your own drinks or alcohol for consumption on our premises. We do understand that in some circumstances, such as babies requiring formula, that we may be making reasonable exceptions but otherwise, please do respect this request. We do only sell a very small selection of snacks and so are very happy for you to bring or order in your own food for consumption on our premises whilst painting.
Deposits Policy
There are two occasions where we may request a deposit from you. We will request a deposit from you in order to book a table of more than 6 people. This requires a £40 non-refundable deposit upon booking. Your deposit will be redeemed against your pottery purchased on the day. If you do not show up for your booking or cancel within 48 hours of your booking, you will not receive your deposit back. We will request a £10 deposit from you in order for you to borrow a To Go kit. We will take your name and number at the time of you collecting your To Go kit. You will receive your deposit back so long as your kit is returned to us within 30 days of borrowing. We may take deposits either face to face in store or over the phone.
Lateness Policy
If you arrive past your booked time, please note that we may not be able to extend your booked slot depending on tables booked after your session. If you have not shown up after 20 minutes of your booking and we cannot reach you via your original booking (ex. phone or email) we reserve the right to offer your table to other customers.
Complaints Policy
This Policy
This policy explains how, you, the customer can raise a complaint as well as how we will handle the complaint.
Providing the best quality customer service is at the heart of our business. However, we do understand that we do not always get it right, and so it is important to us that you can bring complaints to us and they can be dealt with appropriately.
How to Make a Complaint
If you would like to make a complaint, you can do so by emailing the manager at the following email address: hello@theuglyducklingpottery.co.uk
Information
In your email, please include the following information:
- Your name
- Your contact details
- The fact that you are raising a complaint
- Any relevant dates and times that relate to your complaint
- The type of services we provided to you (such as a birthday party/to go box/regular painting session)
- Photos if the issue relates to your pottery
- A summary of the problem or problems you have experienced and why the services were not satisfactory
What to Expect
Complaints will be looked at and dealt with during our business hours which are:
Monday, Tuesday, Thursday and Saturday: 10:00-17:30
Wednesday and Friday: 10:00-21:30
Sunday: 10:00-16:30
Acknowledgement
Complaints will be dealt with by our manager. In the instance that the manager receives your complaint and it is not appropriate for them to deal with it, it will be forwarded on and dealt with by the business owner.
Please note that whilst we aim to acknowledge your complaint within 48 hours of receiving it, there may be occasions where the time frame is slightly longer in the instance of staff holiday or sickness.
Investigation
Our manager will then conduct a thorough investigation into your complaint. Please be understanding that they may need to contact you in order to obtain more information in order to carry out their investigation.
Response
A response to your complaint will be made to you according to the contact details that you have provided us with.
A response will, in most cases, be with you within 14 days of your complaint being made. If further investigation is required or there is a delay due to staff sickness or staff holiday, a revised time frame will be provided to you.
Our manager may agree with part or all of your complaint. If this is the case, we will aim to offer a satisfactory resolution to the complaint, which may include the following:
- A partial or full refund of what you paid
- A gift card to spend at The Ugly Duckling Pottery
- A membership/discount card for future purchases at The Ugly Duckling Pottery
- A free repeat of the service (ex. A free pottery painting session)
We will offer the solution that we believe is the most appropriate in the circumstances. The above are examples of what we would usually offer, although there may be exceptional circumstances where those are not appropriate and we offer something else.
If our manager does not agree with your grounds of complaint, the complaint will be raised with our business owner. If the business owner also does not agree with your grounds of complaint, you may raise your complaint externally, using the information below.
Legal Claims
We always wish to resolve any complaints at the lowest possible level. However, if none of the above resolve the complaint for you, you may wish to obtain legal advice.
We work with Eurolaw Commercial Legal on telephone number 0345 878 5024 for legal issues affecting our business.
Information about your legal rights as a consumer can be found on the Citizens Advice Bureau website.
Tips Policy
If you wish to leave our team a tip following your experience at The Ugly Duckling, the team would be very grateful for your gratitude.
As a company, we would like to assure you that we work to ensure that tips are distributed amongst the staff fairly. Tips are distributed in equal divide amongst all staff that worked the shift that you tipped. The only exception is if you tip a particular member of the team for service that they specifically provided to you. In this case, 100% of your tip will go directly to that staff member. A written record is kept at 2-3 Bartholomew St, Newbury, RG14 5LL detailing any tips that have been distributed.
Unfortunately, we can only accept cash tips.