Complaints Policy/Procedure

At Hair of Dreams, we are committed to providing you with exceptional service and the highest quality of products. Your satisfaction is our priority, and we value your feedback. In the event that you are not completely satisfied with your experience, we encourage you to reach out to us. Complaints are rare, but we take them seriously. We have a complaints policy/procedure to ensure you have all of the information you need on how we handle salon complaints.

OUR COMPLAINTS PROCEDURE

1. IMMEDIATE CONCERNS - Should you experience any issues during your appointment, please address them directly with your service provider. We will do our best to resolve them on the spot. Our directors or a senior member of staff are usually in the salon if you wish to raise your concerns to somebody else.

2. POST APPOINTMENT COMPLAINTS - If you wish to raise a complaint after leaving our salon, please contact us within 48 hours of your appointment by email at hello@hairofdreams.co.uk . Please provide any relevant information including any photographs you have and details of your complaint.

3. REVIEW PROCESS- Once your complaint is received we will review the details of your complaint and respond to you as soon as possible, we aim for within 48 hours. We may ask for further information to better understand your concerns. Once we have all relevant information, we will arrange a suitable time for you to come back to the salon and discuss your complaint discreetly and assess the your hair (this must be within 2 weeks of your original service). Please do not tamper with your hair at home or at another salon before we have seen it as this will void any correction/refund entitlement, this includes but is not limited to, toning your hair, using silver shampoo, cutting your hair, attending another salon for correction work.   

4. RESOLUTION - Our goal is to resolve complaints to your satisfaction. Where we think your complaint is justified, 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 senior member of staff or a Director. If we are unable to correct the problem, we may offer you a partial or full refund. No refunds or correction work can be issued under any circumstances without a Director assessing your hair in-salon to determine a fault with your service within 2 weeks of your original appointment.

PLEASE NOTE -  We have zero tollerance for any form of harassment or abuse, and will take action against these behaviours.