CUSTOMER COMPLAINTS POLICY

Our policy 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

Tell someone you’re not happy with the service you’ve received, ether while you’re in
the salon or as soon as possible after leaving within 14 days. 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 a 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 you complaint in
private.

Where we think, you complaint is reasonable, we will redo the part or all of the
service or treatment again as soon as possible, free of charge. The work will be done
by a different stylist 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 a partial or full refund depending on how
reasonable we consider your complaint to be.

If, after following our complaints policy we still cant agree on how to resolve the
complaint to your satisfaction, as required by the Consumer Rights Act 2015 we will
refer you to a certified alternative dispute resolution provider, Small Claims
Mediation Ltd.

They are mediators, and independent third party which listens to both
sides and helps us both work towards a fair and reasonable compromise which, if
agreed, becomes legally binding. It is a cheaper alternative for you than taking legal
action.

We will participate in one hour session at a mutually time to be agreed with Small
Claims Mediation Ltd.

Please note there is a charge of £50+VAT for the salon and £50+VAT for you as the client.

Small Claims Mediation Ltd can be contacted by:
Phone: 0116 824 8100
Email: admin@smail-claims-mediation.co.uk