CUSTOMER COMPLAINTS PROCEDURE

COMPLAINTS PROCEDURE

At Royston Blythe, we are committed to delivering an outstanding experience for all our salon guests.  Our utmost priority is to exceed your expectations with the service you receive when you visit either our Shrewsbury or Wolverhampton Salon.

We have an excellent reputation for excellence both locally and nationally and we train our teams to the very highest standards in order to maintain this. Complaints are very rare, but we take them extremely seriously, so we have a complaints policy and process we follow to make sure that we can listen to your feedback and resolve your complaint efficiently.

OUR PROCESS

/ Please notify someone in our salon that you’re not happy with the service you’ve received, either while you’re in the salon or as soon as possible after leaving.   If you have already left us, we ask that you email our Management at info@roystonblythe.co.uk or alternatively you can call the salon and speak with our reception team.  Please note that you must notify us of any complaint within 7 days of your treatment.

/ 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 our salon, it is important that you avoid trying to correct your concerns yourself or in another salon as, in order to proceed with any complaint, we need to see your hair before any further treatments.

/ We will arrange a suitable time for you to come back into our salon and discuss your complaint. 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.

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

ALTERNATIVE DISPUTE RESOLUTION

If, in the unlikely event, 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/complaint