COMPLAINTS PROCEDURE
We hate complaints and will do everything to avoid customers having reason to complain!
Our priority is for you to be completely satisfied with the service you receive from us. We run a professional business so we aim for the highest standards in everything we do. Complaints are rare but we take them seriously, so we have a complaints policy and process we follow to make sure things are put right where needed and we learn from your feedback.
River Hair Company Complaints Policy
Our aim is to provide the best service possible, and while we always strive to achieve this, there will be times when the client is unhappy with the service. We aim to handle complaints quickly in an effective, fair and honest way. The policy aims to ensure that:
The Definition of a Complaint
A complaint is…
“An expression of dissatisfaction regarding River Hair Company standard of training, service, action or lack of action”.
Please note that a complaint is not “An initial request for a service to be delivered”.
Who Can Make a Complaint?
Any member of the public or their representatives, staff, businesses, public and voluntary bodies can make a complaint about River Hair Company.
How a Complaint Can be Made
Verbally: You can make an initial complaint verbally to the manager/business owner/director of River Hair Company within 1 week of a treatment/service
Email: Click here to make a complaint by email. Please title the Subject "COMPLAINT"
By Post: For the attention of "The Manager", to our trading address: 89 Cardiff Road, Taffs Well, Cardiff, CF15 7PL
The Complaints Process
1. All complaints are addressed to the customer service manager. A response should be made within 5 working days of our receipt of any complaint receipt. This is regardless of how the complaint or expression of dissatisfaction is made.
2. If you feel the response to your complaint under stage one is unsatisfactory, the next stage is for the complaint to be referred to the Managing Director who will investigate further and liaise with any additional staff whose information may help resolve the complaint. You will receive a response within 10 working days. If an interim reply is needed, you will be given a timescale by which a full reply will be received.
3. If you feel the response to your complaint is still not satisfactory, you must advise us within one calendar month of the date of the response from Stage 2 otherwise the case will be closed. The Managing Director may then/may not decide to conduct an internal review.
4. If you cannot come to an agreement about how to solve the complaint, your next step will be alternative dispute resolution (ADR).
What is alternative dispute resolution (ADR)?
If you cannot agree how to solve your complaint, the law says that the salon, barbershop or independent contractor must tell you how to find a certified alternative dispute resolution (ADR) service. They must also tell you if they are willing to take part in ADR.
ADR providers must be certified by the Chartered Trading Standards Institute. A list can be found on the Institute’s website: tradingstandards.co.uk
How does ADR work?
ADR aims to resolve a dispute by proposing a fair and reasonable solution which is acceptable to both parties. The process should be less stressful and costly than legal action. Either party can withdraw from the ADR process at any time. The outcome is not binding on you or the salon/barbershop/independent contractor unless you both accept the proposed solution, in which case it becomes binding. The outcome of mediation may be different from a decision made by a court.
It is always best to try ADR before taking legal action as the courts look less favourably on cases where ADR has not been attempted. You can apply for ADR up to 12 months after the salon/barbershop/independent contractor has told you in writing (letter or email) they cannot resolve the complaint or if you have had no response from the salon/barbershop/independent contractor within eight weeks of making your complaint. See below to find out about Hair & Beauty Mediation, a certified ADR service run by the National Hair & Beauty Federation (NHBF).
Hair & Beauty Mediation
If the salon, barbershop or independent contractor is a Member of the NHBF, you can use our certified ADR service, Hair & Beauty Mediation. Check here.
The salon/barbershop/independent contractor should send you details about ADR and how to contact Hair & Beauty Mediation if you cannot settle the complaint between you. You can also apply direct to the NHBF’s Hair & Beauty Mediation service if the salon, barbershop or independent contractor is an NHBF Member and does not respond to your complaint within eight weeks.
Hair & Beauty Mediation is cheaper than the fees charged by other ADR providers. You would pay £12 including VAT and the salon/barbershop/independent contractor would pay £30 including VAT. Fees are not refundable unless the salon/barbershop/independent contractor refuses to take part in ADR in which case your fee would be refunded. Both fees must be received before the ADR process can go ahead.
How to apply
Fill in the application form and send it to [email protected] or post it to:
Director of Quality & Standards
Hair & Beauty Mediation
One Abbey Court
Fraser Road
Priory Business Park
Bedford
MK44 3WH
You must include:
The ADR scheme rules are also available from the NHBF as a PDF which can be emailed or posted to consumers. Call 01234 831965. Remember: you can only use Hair & Beauty Mediation if your salon/barbershop/independent contractor is an NHBF Member. For more information call the NHBF on 01234 831965.
Click to view the NHBF Hair and Beauty Mediation annual report.
Confidentiality
All complaints are treated with confidentiality in mind. Only the customer service manager will be aware that a complaint has been received and is being dealt with. Where the complaint extends to the training service, whilst the tutor may be requested to provide information to satisfy the complaint, this will be handled appropriately as to not prejudice further training or assessments. Anonymous requests will be acted upon, however it is better to provide contact details so that the complainant can be informed of the outcome.
Aggressive or Obsessive Complaints
River Hair Company wants to deal fairly and honestly with complainants and ensure that other clients and staff do not suffer detriment from persons making aggressive or obsessive complaints. River Hair Company and/or our legal representatives will write to the person or persons responsible for aggressive or obsessive complaints to inform them that their behaviour is considered to be unacceptable.
Complaints about Products and Manufacturers
River Hair Company recognises complaints regarding products and equipment supplied through ourselves, and any organisation contracted to work or supply. River Hair Company may seek to resolve such complaints if possible. River Hair Company will forward complaints received in respect of other organisations to the appropriate company/organisation.
Equalities Statement
River Hair Company aims to handle all complaints fairly and honestly regardless of who makes a complaint. River Hair Company treats all members of the community with equality and will not show bias to any particular individual or group.
Matters that are Outside the Policy
The following matters are not included in this policy:
All complaints are logged and recorded and analysed as part of the customer service satisfaction procedure.
Our right to refuse service
Occasionally we may be put in a position whereby we have to refuse service to a customer. The management reserve the right to refuse service to anyone if they have:
Our priority is for you to be completely satisfied with the service you receive from us. We run a professional business so we aim for the highest standards in everything we do. Complaints are rare but we take them seriously, so we have a complaints policy and process we follow to make sure things are put right where needed and we learn from your feedback.
River Hair Company Complaints Policy
Our aim is to provide the best service possible, and while we always strive to achieve this, there will be times when the client is unhappy with the service. We aim to handle complaints quickly in an effective, fair and honest way. The policy aims to ensure that:
- All members of the public know how to feedback to River Hair Company and the process of making a complaint is simple
- All staff treat feedback seriously and deal with it promptly, efficiently, courteously and keep the customer informed of the progress
- Improved customer relations are built by resolving feedback during the initial stages wherever possible.
- All feedback is recorded and monitored so that we learn from feedback and take action to improve services.
The Definition of a Complaint
A complaint is…
“An expression of dissatisfaction regarding River Hair Company standard of training, service, action or lack of action”.
Please note that a complaint is not “An initial request for a service to be delivered”.
Who Can Make a Complaint?
Any member of the public or their representatives, staff, businesses, public and voluntary bodies can make a complaint about River Hair Company.
How a Complaint Can be Made
Verbally: You can make an initial complaint verbally to the manager/business owner/director of River Hair Company within 1 week of a treatment/service
Email: Click here to make a complaint by email. Please title the Subject "COMPLAINT"
By Post: For the attention of "The Manager", to our trading address: 89 Cardiff Road, Taffs Well, Cardiff, CF15 7PL
The Complaints Process
1. All complaints are addressed to the customer service manager. A response should be made within 5 working days of our receipt of any complaint receipt. This is regardless of how the complaint or expression of dissatisfaction is made.
2. If you feel the response to your complaint under stage one is unsatisfactory, the next stage is for the complaint to be referred to the Managing Director who will investigate further and liaise with any additional staff whose information may help resolve the complaint. You will receive a response within 10 working days. If an interim reply is needed, you will be given a timescale by which a full reply will be received.
3. If you feel the response to your complaint is still not satisfactory, you must advise us within one calendar month of the date of the response from Stage 2 otherwise the case will be closed. The Managing Director may then/may not decide to conduct an internal review.
4. If you cannot come to an agreement about how to solve the complaint, your next step will be alternative dispute resolution (ADR).
What is alternative dispute resolution (ADR)?
If you cannot agree how to solve your complaint, the law says that the salon, barbershop or independent contractor must tell you how to find a certified alternative dispute resolution (ADR) service. They must also tell you if they are willing to take part in ADR.
ADR providers must be certified by the Chartered Trading Standards Institute. A list can be found on the Institute’s website: tradingstandards.co.uk
How does ADR work?
ADR aims to resolve a dispute by proposing a fair and reasonable solution which is acceptable to both parties. The process should be less stressful and costly than legal action. Either party can withdraw from the ADR process at any time. The outcome is not binding on you or the salon/barbershop/independent contractor unless you both accept the proposed solution, in which case it becomes binding. The outcome of mediation may be different from a decision made by a court.
It is always best to try ADR before taking legal action as the courts look less favourably on cases where ADR has not been attempted. You can apply for ADR up to 12 months after the salon/barbershop/independent contractor has told you in writing (letter or email) they cannot resolve the complaint or if you have had no response from the salon/barbershop/independent contractor within eight weeks of making your complaint. See below to find out about Hair & Beauty Mediation, a certified ADR service run by the National Hair & Beauty Federation (NHBF).
Hair & Beauty Mediation
If the salon, barbershop or independent contractor is a Member of the NHBF, you can use our certified ADR service, Hair & Beauty Mediation. Check here.
The salon/barbershop/independent contractor should send you details about ADR and how to contact Hair & Beauty Mediation if you cannot settle the complaint between you. You can also apply direct to the NHBF’s Hair & Beauty Mediation service if the salon, barbershop or independent contractor is an NHBF Member and does not respond to your complaint within eight weeks.
Hair & Beauty Mediation is cheaper than the fees charged by other ADR providers. You would pay £12 including VAT and the salon/barbershop/independent contractor would pay £30 including VAT. Fees are not refundable unless the salon/barbershop/independent contractor refuses to take part in ADR in which case your fee would be refunded. Both fees must be received before the ADR process can go ahead.
How to apply
Fill in the application form and send it to [email protected] or post it to:
Director of Quality & Standards
Hair & Beauty Mediation
One Abbey Court
Fraser Road
Priory Business Park
Bedford
MK44 3WH
You must include:
- Your name, address, email, and phone number.
- The details of the complaint, including the name of the salon/barbershop/independent contractor.
- Any supporting materials such as photographs and receipts.
The ADR scheme rules are also available from the NHBF as a PDF which can be emailed or posted to consumers. Call 01234 831965. Remember: you can only use Hair & Beauty Mediation if your salon/barbershop/independent contractor is an NHBF Member. For more information call the NHBF on 01234 831965.
Click to view the NHBF Hair and Beauty Mediation annual report.
Confidentiality
All complaints are treated with confidentiality in mind. Only the customer service manager will be aware that a complaint has been received and is being dealt with. Where the complaint extends to the training service, whilst the tutor may be requested to provide information to satisfy the complaint, this will be handled appropriately as to not prejudice further training or assessments. Anonymous requests will be acted upon, however it is better to provide contact details so that the complainant can be informed of the outcome.
Aggressive or Obsessive Complaints
River Hair Company wants to deal fairly and honestly with complainants and ensure that other clients and staff do not suffer detriment from persons making aggressive or obsessive complaints. River Hair Company and/or our legal representatives will write to the person or persons responsible for aggressive or obsessive complaints to inform them that their behaviour is considered to be unacceptable.
Complaints about Products and Manufacturers
River Hair Company recognises complaints regarding products and equipment supplied through ourselves, and any organisation contracted to work or supply. River Hair Company may seek to resolve such complaints if possible. River Hair Company will forward complaints received in respect of other organisations to the appropriate company/organisation.
Equalities Statement
River Hair Company aims to handle all complaints fairly and honestly regardless of who makes a complaint. River Hair Company treats all members of the community with equality and will not show bias to any particular individual or group.
Matters that are Outside the Policy
The following matters are not included in this policy:
- Complaints which are subject to legal proceedings
All complaints are logged and recorded and analysed as part of the customer service satisfaction procedure.
Our right to refuse service
Occasionally we may be put in a position whereby we have to refuse service to a customer. The management reserve the right to refuse service to anyone if they have:
- threatened to harm one or any of our employees or customers
- created a safety issue or health hazard inside our salon or within close proximity to the salon
- the salon has reached maximum capacity
- the salon is not open (i.e. outside normal business hours).
- River Hair Company and it's salon/s will never discriminate against anyone on the grounds of a person’s race, religion, sex, or other protected characteristics.
