Complaints Policy

Keeping loyal clients is important to Reflections and we are proud to say we rarely receive complaints. However, we want our complaint process to be clear and available for all.

At Reflections we recognise the importance of customer service and set ourselves very high standards. Should there be an occasion when we do not meet your expectations, we are equally committed to dealing with any disappointment or complaint in a thorough and professional manner.

We will happily book you in for a “style check” if you feel your haircut needs attention or adjustments within 14 days of the original appointment.

For our colour clients:

To prevent fade, we recommend that you only use our take home professional hair products sold at Reflections. We will happily offer advice on a homecare maintenance programme (please note some colour fade may occur dependant on the condition and porosity of the hair). There are some colour requirements that will need more than one visit which will be advised by your Stylist as a work in progress, for example taking dark hair to light or reaching a certain tone in one sitting may not always be possible.

However, if you are dissatisfied with your colour in any other way then please inform us through written or verbal communication within 14 days of your appointment via Karen@reflectionshair.co.uk

Please be aware we will need to see and inspect the original work carried out on your hair – if you had it cut or coloured elsewhere by a third party in the meantime, your complaint is void as we will be unable to assess this without seeing it in person.

Investigating your complaint:

Your complaint will be fully investigated by the Salon Manager or a Senior employee of the company.

In order to reach a fair conclusion, we will thoroughly investigate and review the relevant information available to us, which will include all our records along with a full report from the individual to whom the complaint relates.

We will endeavour to complete our investigation as soon as possible. The length of time this will take will be determined by the complexity of the complaint and the extent of the investigation that is required.

What happens next:

It is our policy in the first instance to invite you into the original salon branch that you attended where a Senior Stylist or Manager will examine your hair and recommend any solutions to issues raised.

In some instances we may discuss with you the opportunity to visit another of our salon branches convenient to you. We will endeavour to arrange this as soon as possible and certainly within 7 days.

If you are not entirely satisfied please give us the opportunity to reply, revisit and rectify if necessary. Our aim is to ensure you get the hair style you want.