terms & conditions
complaints policy
CUSTOMER COMPLAINTS POLICY
Our priority is for you to be completely satisfied with the service you receive from us. We do 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 your stylist that you are unhappy with the service you have received, either while you are in the salon or within 7 working days after leaving. Calmly and clearly explain the problem. We will endeavour to make notes of all that has been discussed on your consultation in our client record cards on the salon system.
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 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 with the owner or manager.
Where we think your complaint is reasonable, we will redo a part or all of the service again as soon as possible, free of charge. The work will be done by a different stylist, if you prefer.
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.
Alternate Dispute Resolution is also available if there is no agreement to be made, at a cost to the client and the salon. Visit nhf.info/complaints for more information.
Please be aware, whilst every care is taken to keep you and you clothing clean and tidy, we can drop product, so please do not wear expensive or prize clothing to your appointment.
Our team will not tolerate rudeness/inappropriate behaviour/bullying/harassment/victimisation/discrimination of any kind.
We have the right to refuse service.
VAT REG NUMBER - 368511874
COMPANY NUMBER - 12674478
Antidote Hair Ltd
5 Anders Sq, Perton, Wolverhampton, WV6 7QH, United Kingdom
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