Complaints

Our priority is for you to be satisfied with the service you receive at The Hair Factory. We run a professional salon so we aim for the highest of standards in everything we do. Complaints are rare, but we do take them seriously. Because of this we have a policy and procedure in place to ensure things are corrected as needed and this enables us to learn from the experience and help us become better at what we do. We also value the feedback.

Process

Please tell someone you are unhappy with the service you received. If you’re uncomfortable with talking to your stylist, then our Front of House team will be happy to listen. If you feel that you can’t approach at the time, please do so as soon as possible. This will prevent delay in dealing with your complaint.You can also email us if that is easier. We will listen and ask any necessary questions to help fully understand the issue and aim to resolve any complaints within 8 weeks.

Please don’t go to another salon as we have the right to see exactly what the problems are and give us the opportunity to correct it.

We will arrange a suitable time for you to come back and discuss your complaint in private. Where we feel your complaint is reasonable, we will redo part or all of the service as soon as possible.