Salon Policies at Nikki Froud Hairdressing Salon in Lee-On-The-Solent
Your appointment is important to us and we make sure we prepare fully before each appointment so we can fully meet your needs. Your appointment is reserved especially for you so when you forget or have to cancel your appointment without giving enough notice, very often we are unable to fill your appointment slot with another client.
To enable the smooth running of our service, we have, therefore, introduced a booking fee and cancellation policy.
Booking Fee Policy
All appointments require a booking fee of up to 30% for regular clients and up to 50% for new clients. This will be taken at the time of booking, for both in salon and online bookings. This deposit will be redeemable against your service at your appointment on the day.
We confirm your appointment 48 hours in advance by text message or email and understand that sometimes it is necessary to reschedule or cancel your appointment.
Should yo need to do so, please also note that 24 hours' cancellation notice is required by calling the salon on 023 92556222 whereby you will receive your full booking fee back. Your refund can take up to a week to appear back into your account.
If you reschedule your appointment, your deposit will be carried over to your new appointment. Our aim is to provide you with an excellent level of service and our policies help us to achieve this
Customer Complaints Policy
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.
What To Do If You Have A Complaint
There are several ways to make a complaint. You can speak to the salon directly on the day that you are not happy with the service you have received, or as soon as possible after leaving the salon. Calmly and clearly explain the problem. Any complaints must be made within 7 days of the service being carried out so that we can address the issues. Also, you can send an email to the management team at firstname.lastname@example.org or give us a call on 023 92556222. Alternatively, you can write us a letter to:
Nikki Froud Hairdressing 158 high Street
Lee on the Solent
We will treat your complaint confidentially, seriously and quickly. We will listen to your feedback and ask questions as necessary to understand why you are making a complaint.
If you have already left the salon, do not go to another salon as we have the right to see exactly what the service or treatment you received from us looks like. We will arrange a suitable time for you to come back into our salon and discuss your complaint in private.
We will endeavour to resolve any issues as soon as possible and our aim is to resolve all complaints within two weeks. However, where we are unable to do this we will advise accordingly.