COMPLAINTS POLICY

 Dear Guest

At Bliss Hair Salons we recognise the importance of customer service and set ourselves very high standards.  Should there be an occasion when we do not meet your expectations, we are equally committed to dealing with any disappointment or complaint in a thorough and professional manner.

We will happily book you in for a ‘style check’ if you feel your haircut needs attention or adjustments within 7 days of the original appointment. 

What we will consider as a complaint

We consider a complaint to be any oral or written notification of dissatisfaction about a service we have provided, offered or withheld.

If you have ‘changed your mind’ about the haircut or colour agreed with the stylist & technicians who delivered the service, then we can advise you accordingly regarding your new requirements & any costs involved. 

For our colour clients:  To prevent fade, we only use & recommend that you also only use take home professional hair products sold at Bliss including organic colour conditioner containing pigment to prevent fade & maintain your desired shade & will happily provide you with a copy of our prescription listing our recommendations for your bespoke home haircare maintenance programme. 

Please be aware that some shampoos, styling, sunlight & hot irons can all easily fade professional hair colours – please ask for advice. 

Who can make a complaint?

A complaint can be made by any client, potential client, to whom we have provided, offered or declined a service to.

How can you make a complaint?

You can make a complaint by contacting Bliss Hairdressing in writing, in person or via email or phone:

• In writing addressed to Head Office, 151b, Old Ashby Road, Loughborough, Leicestershire, LE11 4PQ
• By email to headoffice@blisshair.com
• By telephone to 01509 210 788
• Please be aware we need to see & inspect the original work carried out on your hair – if you have had it cut or coloured by a third party or elsewhere, your complaint is void – we will be unable to help as we will be unable to assess this without seeing it in person.

Acknowledging your complaint

We will acknowledge your complaint within two working days of receipt to our offices. If you have made your complaint to us orally we will confirm to you our understanding of this and ask you to advise us if you do not agree. This will be documented.

Investigating your complaint

Your complaint will be fully investigated by the Salon Manager or a Senior Employee of the company. 

In order to reach a fair conclusion, we will thoroughly investigate & review the relevant information available to us, which will include all our records on our files along with a full report from the individual to whom the complaint relates & any witnesses.

We will endeavour to complete our investigation as soon as is possible. The length of time this will take will be determined by the complexity of the complaint and the extent of the investigation that is required.

What happens next?

It is our policy in the first instance to invite you into the original salon branch you attended where a senior stylist or manager will examine your hair (along with the original stylist) and asses & recommend any solutions to any issues raised.  Most issues can be resolved to everyone’s satisfaction in this way.  We will always rectify any issue in salon because our aim is to ensure you get the hairstyle you wanted. We will endeavour to arrange this as soon as practically possible and certainly within 7 days.

If your complaint relates to any other matter then your complaint will be investigated within two weeks and a senior member of staff will contact you to discuss our findings and decision.  

If you are still dissatisfied

If, for whatever reason, you are still not satisfied with the outcome, you have the right to take your complaint to a certified Alternative Dispute Resolution (ADR) provider.  An ADR is an independent third party who listens to both sides and helps the salon and the client work towards a fair and reasonable compromise which, if agreed, becomes legally binding.

Keeping loyal clients is important to Bliss Hair so we very rarely receive complaints.  However, we want our Complaints Process to be clear for all.  We also encourage anyone who does not want to go through a formal Complaints Process to let us know as early as possible so we can resolve any issue and continue to improve.