Complaints Policy – Hair by Kissa

This policy outlines the formal complaints procedure for Hair by Kissa and is intended to ensure that all complaints are handled fairly, consistently, and wherever possible resolved to the complainant’s satisfaction.

1. Our Commitment

At Hair by Kissa, we are committed to providing exceptional service and ensuring our clients are delighted with their experience. We understand that sometimes things can go wrong, and when they do, we want to hear about it so we can put things right and improve our services.

2. Informal Resolution

We encourage clients to first attempt to resolve any issues informally. If you are dissatisfied with a service, please raise the issue directly with Kissa, your stylist, as soon as possible. You can do this by:

We aim to resolve informal concerns promptly and directly with you.

3. Formal Complaints Procedure

If you are unable to resolve your concern informally, or if you wish to make a formal complaint, please follow the procedure below:

3.1 Submitting a Formal Complaint

All formal complaints must be submitted in writing via our website’s contact form: https://hairbykissa.co.uk/contact/. When completing the form, please select the ‘other request or policy request’ option and provide as much detail as possible about your complaint.

3.2 Acknowledgment of Complaint

Upon receipt of your formal written complaint, Hair by Kissa will acknowledge it within five (5) working days. This acknowledgement will confirm that your complaint has been received and is being processed.

3.3 Investigation

The business owner, Kissa, will be responsible for investigating all formal complaints. The investigation process may involve:

  • Seeking further details from you.
  • Offering a meeting to discuss the matter in person.

We aim to investigate the issue thoroughly and provide a substantive response within 15 to 20 working days from the date of acknowledgement. Please note that during busy periods, this timeframe may extend to up to one (1) month.

3.4 Resolution and Specific Service Policies

Following the investigation, Kissa will communicate the findings and proposed resolution to you. Our aim is to resolve your complaint fairly and effectively.

Please be aware of our specific policies regarding hairdressing services and refunds as outlined in our Terms and Conditions.

  • Tweaks and Adjustments: If you are not completely satisfied with your hairstyle, please notify us immediately. We offer “Tweaks and Adjustments” to correct any issues, aiming to resolve concerns within the same month by scheduling a redo or adjustment, subject to availability.
  • Refunds: All deposits are non-refundable. If you need to reschedule, the deposit can be used for a new appointment up to two months after the original booking, subject to availability. While service fees are generally non-refundable once paid, a refund of up to 20% of the service or deposit fees may be offered in certain cases, but this is discretionary and not guaranteed. Payments for human hair deposits, service fees, and products are strictly non-refundable.

3.5 Appeals Process

If you are not satisfied with the initial resolution provided, you may appeal the decision. Appeals should be made directly to Kissa, the business owner. Kissa will review your appeal and do her best to sort the issue, as long as it aligns with the stipulations in our Terms and Conditions.

4. Record Keeping

Records of all formal complaints, including details of the complaint, investigation, and resolution, will be retained for a minimum of six (6) years from the date of closure. This helps us monitor complaint trends and continually improve our services.

5. Policy Review

This Complaints Policy will be reviewed and updated annually to ensure it remains effective, relevant, and compliant with current regulations and best practices.