COMPLAINTS POLICY

 

Our fundamental priority is for you to be completely satisfied with the service provided by us at BeauX Beauty Salon.  Our commitment to customer satisfaction is unwaivering and although complaints are rare, we take them very seriously and have a complaints policy and process in place to ensure things are put right when needed.

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COMPLAINT PROCESS

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In the first instance, please tell your Therapist that you are not happy with the service you’ve received, either while you are in the salon or within 24 hours of leaving the salon.

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If you have already left the salon, please contact the Therapist who carried out your treatment to arrange a mutually convenient time to come back into the salon to discuss your complaint in private.

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Calmly and clearly explain the problem.  We will listen to your feedback, so we can better understand and examine your complaint.  

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​​Please DO NOT go to another salon or third party and alter your treatment results as we need to see the exact result of your treatment with us, doing so may invalidate any complaint. 

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As part of the investigation into a complaint, we will:

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– Discuss our findings and decision with you. 

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- Offer to make recommendations so we can rectify the issue to your satisfaction.

 

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 can be done by a different therapist 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.

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​We aim to resolve all complaints within 5 working days. 

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​​​​​​Terms

– If you have had further treatment by a third party we may be unable to help you further with your complaint.  We do not reimburse for third party costs.

 

– A ‘change of mind’ is not considered by BeauX Beauty Salon to be a complaint.  If you have changed your mind about the treatment or any colour you agreed with your therapist, we will be happy to advise you on an alternative look and will explain the process and costs involved.

 

-Complaints will not be considered if you decline to come back into the salon to allow us to assess, redo or repair your treatment, or if you are unable to return to the salon and you fail or refuse to provide us with evidence of the complaint.

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ALTERNATIVE DISPUTE RESOLUTION

If, after following our complaints policy, we still cannot 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.

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Confidentiality

All complaints are treated with confidentiality in mind. Only the Salon Owner and relevant Therapist will be aware that a complaint has been received and is being dealt with.

 

Aggressive or obsessive complaints

BeauX Beauty Salon wants to deal fairly and honestly with complainants and ensure that other users, clients and staff do not suffer detriment from persons making vexatious complaints.
 

We have a zero tolerance policy on any violence, abusive or threatening behaviour, if your complaint is considered to be unacceptable, we will close your case and notify you of such.

 

Equality

BeauX Beauty Salon aims to handle all complaints fairly and honestly regardless of who makes the complaint and treats all members of the community equitably and will not show bias to any particular individual or group.

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How to make a written complaint?

You can make a complaint by contacting us in writing or by email. 

• In writing addressed to The Owner 

BeauX Beauty Salon, 68 High Street, Swanscombe, Kent DA10 0AH•

By e-mail addressed to The Owner

 beauxbeautysalon@gmail.com