CLIENT REDRESS AND
COMPLAINTS POLICY
At Hair in the City, we care deeply about every client experience. Occasionally, results may not meet expectations, and when that happens, we act quickly and fairly to put things right. This Redress & Complaints Policy explains how to raise a concern, how we handle it, and the standards we uphold at our Glasgow salon to ensure every client leaves happy with their hair and their experience.
Purpose:
This policy demonstrates our commitment to maintaining the highest standards of client care. It applies specifically to in-salon treatments and services — for example, cutting, colouring, or styling — and explains how we respond to any concerns raised.
1. Scope
This policy applies only to in-salon treatments and services (for example, cutting, colouring, and styling).
It does not cover retail purchases or home haircare products, which are governed by our separate Returns Policy.
2. When to Raise a Concern
If you’re unhappy with any aspect of your in-salon service, please let us know within 72 hours (three days) of your appointment.
We cannot reasonably assess or address issues raised beyond this time, as hair and colour naturally change and we are unable to verify the original condition.
3. How to Make a Complaint
All complaints must be made directly to the salon by one of the following methods:
In person
Pop into the salon at
Hair in the City, 14 High Street, City Centre, Glasgow G1 1NL
By phone
0141 552 2848
By email
Please include your full name, appointment date, the service received, and details of your concern. Photos are helpful if relevant.
All complaints are handled personally by Louise Wilson, Salon Director.
4. Response & Resolution Timescales
Acknowledgement & Response
We aim to respond to all complaints by the end of the next working day after receipt.
Solution & Redress
We aim to provide a solution within two working days, which may involve the client returning to the salon within that timeframe for assessment or correction if required.
If a revisit is necessary, we will arrange a convenient time as soon as possible to assess and rectify the issue.
5. Conditions for Redress
To be eligible for corrective work or other redress:
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You must not have visited another salon since your appointment.
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You must not have applied any home colour, chemical, or treatment products.
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You must not have attempted to correct the issue yourself.
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The style or condition of your hair must be the same as when you left the salon.
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You must allow us the opportunity to inspect and correct the issue before seeking correction elsewhere.
Where we determine that the service did not meet our professional standards, we may offer a complimentary correction, an alternative stylist, or a refund (at the Salon Director’s discretion).
6. Behaviour and Communication
We treat all clients with respect and courtesy and expect the same in return. Aggressive or abusive behaviour towards staff will not be tolerated and may result in termination of communication or refusal of future service.
7. Continuous Improvement
All complaints are reviewed by the Salon Director to identify any opportunities for improvement in client experience, staff training, or service quality.
Client Summary:
We always want you to love your hair.
If you’re not completely happy, please let us know within 72 hours so we can put it right.
Simply pop in, call us on 0141 552 2848, or email hello@hairinthecity.co.uk.
All complaints are personally handled by Louise Wilson, our Salon Director.