Legal

Complaints procedure

If something has not gone the way it should, we want to hear about it quickly so we can put it right.

Draft procedure and timescales pending owner approval.

Raising a concern

Speak to a member of the team in salon, call 020 8459 0551, or write to us at booking@chic-salon.co.uk or 1C Walm Lane, Willesden Green, London, NW2 5SJ.

What to include

Your name and contact details.
The date of your appointment and the treatment involved.
What happened and what you would like us to do.

How we respond

We will acknowledge your complaint within [X working days].
We will investigate and give a full response within [X working days].
Where a treatment concern is clinical, a senior practitioner will review it.

If you are still not satisfied

You may escalate to our insurer or to the relevant professional body. [Owner to confirm insurer, professional registration and escalation route.]

Adverse reactions

If you experience an unexpected reaction after a treatment, contact the salon as soon as possible. Seek urgent medical advice or call 111 (or 999 in an emergency) if you are unwell.