Client Complaints Policy

Our priority is for you to be completely satisfied with the service you receive from us. We operate a professional business and are committed to providing the highest standards in everything we do. Complaints are rare but we take them seriously so if something goes wrong we need you to tell us about it. Our complaints policy is in place to enable us to put right where needed and learn from your feedback. 

Process

Tell someone you’re not happy with the service you’ve received, either while you are in the salon or as soon as possible after leaving. Calmly and clearly explain the problem.

We will listen to your feedback and ask questions as necessary to understand why you are making a complaint. We aim to resolve all complaints within 8 weeks.

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.

Where we think your complaint is reasonable, we will redo the part or all the service or treatment again as soon as possible, free of charge. The work will be done by a different stylist or beauty therapist if you prefer, although this may not be possible if the individual is self-employed

If we can’t fix the problem, we may offer you a partial or full refund depending on how reasonable we consider your complaint to be.

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