Complaints procedure
​At The Hair Company, we are committed to providing the highest quality of service and customer satisfaction. We understand that, occasionally, things may not go as planned. In such cases, we welcome feedback and complaints as opportunities to improve our services. This policy outlines the procedure for making a complaint and how we handle complaints to ensure they are resolved promptly and effectively.
How to Make a Complaint
In-Person
Speak to Your Stylist or a Staff Member: If you have a complaint during your visit, please inform your stylist or any member of staff immediately. We aim to resolve any issues on the spot to your satisfaction.
Request a Manager: If you feel your complaint has not been adequately addressed, please ask to speak with the salon manager.
By Phone
Call Us: Contact the salon during business hours.
Provide Details: Explain your complaint, including the date and time of your visit, the service you received, and the name of the stylist or staff member involved.
By Email
Email Us: Send your complaint.
Include Information: Provide as much detail as possible, including your contact information, the date and time of your visit, and a description of the issue.
What Happens Next
Acknowledgement: We will acknowledge receipt of your complaint within 2 business days.
Investigation: The salon manager or a designated representative will investigate your complaint thoroughly. This may include speaking with staff members and reviewing appointment records.
Resolution: We aim to resolve all complaints within 5 business days. You will be informed of the outcome and any actions we will take to address your concerns.
Follow-Up: Where necessary, we may follow up with you to ensure you are satisfied with the resolution.
Possible Outcomes
Apology: If we are at fault, we will provide a sincere apology.
Corrective Action: We may offer to redo the service at no additional cost or provide a complimentary service.
Refund or Credit: In certain circumstances, we may issue a refund or salon credit.