Lilacs Hair Designs

LILACS HAIR DESIGNS

CUSTOMER COMPLAINTS POLICY

 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

Tell  someone  you’re  not  happy  with  the  service  you’ve  received,  either  while  you’re  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 eight 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 a 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.

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@nhf.info

Website:  www.nhf.info/complaints