Complaints & feedback
Let us know as soon as possible.
If you have any concerns about the result or quality of a treatment, we ask that you contact us as soon as possible and, where reasonably possible, within 48 hours of your appointment.
Prompt notification gives us the best opportunity to assess the treatment and understand what has occurred. We may ask you to attend the salon for an assessment and/or provide photographs before discussing any remedy.
We cannot agree to a refund, complimentary treatment or other remedy without first having a reasonable opportunity to assess the concern.
Where a concern is reported after 48 hours, we will still consider it; however, the delay may affect our ability to assess what has occurred and determine whether the issue is related to the treatment provided.
Formal complaints
If you wish to make a formal complaint, please contact us in writing at:
Please provide as much relevant information as possible, including the date of your appointment and details of your concern.
Formal complaints will be handled fairly, sensitively and confidentially. We will investigate the complaint and respond as promptly as reasonably possible.
This procedure does not affect your statutory rights.