COMPLAINTS POLICY/ salon complaints procedure

Our priority is for you to be completely satisfied with the service you receive from us. We run a professional business, so we aim for the highest standards in everything we do. Complaints are rare, but we take them seriously, so we have a complaints policy and process we follow to make sure things are put right where needed and we learn from your feedback.

PROCESS

• Delaying a complaint can seriously effect our ability to investigate and rectify, we request that if you are not 100% satisfied with your service, for any reason, you inform us within 7 days. Calmly and clearly explain the problem either by phone or in person.
• We will listen to your feedback and ask questions as necessary to understand why you are making a complaint.
• If you have already left the salon, don’t go to another salon as we have the right to see exactly what the service or treatment you received from us looks like. We will arrange a suitable time for you to come back into our salon and discuss your complaint in private. 
• During this time we will conduct the necessary checks, tests and assessments. All conversations will be recorded and signed by the client and the staff member dealing with the complaint. 
• Where we think your complaint is reasonable, we will redo a part or all of the service or treatment again as soon as possible, free of charge. 
• The work may be redone by the same stylist or beauty therapist or done by a different stylist, or beauty therapist if you prefer, but in some cases this may not be possible.
• If we can’t fix the problem, we may offer a partial or full refund depending on how reasonable we consider your complaint to be.
• If we feel the complaint is unreasonable a refund will not be offered.

DO NOT COLOUR, TRY TO CORRECT, GO TO ANOTHER SALON OR TOUCH THE ISSUE OF WHICH THE COMPLAINT IS REGARDING,  THIS WILL FORFEIT YOUR RIGHT TO A CORRECTION OR REFUND OF ANY KIND. 

WE CANNOT FIX SOMETHING THAT IS NO LONGER PRESENT OR HAS BEEN TAMPERED WITH.

ALTERNATIVE DISPUTE RESOLUTION

If, after following our complaints policy, we still can’t agree on how to resolve the complaint to your satisfaction, as required by the Alternative Dispute Resolution for Consumer Disputes Regulations 2015, we will refer you to a certified alternative dispute resolution provider, Hair & Beauty Mediation. As mediators, they listen to both sides and help us 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 it is a cheaper and quicker alternative than taking legal action.

Please note there is a charge of £12 including VAT for the client and £30 including VAT for the salon.

Hair & Beauty Mediation can be contacted by:

Phone: 01234 831965  

Email: mediation@nhbf.co.uk

Website: www. nhbf.co.uk/complaints