Makeover Salon Complaints Policy

At Makeover Salon, we pride ourselves on delivering a luxury, professional and results-focused experience for every guest. Client satisfaction and hair health are at the heart of everything we do.

If for any reason you are unhappy with your experience or results, we kindly ask that you contact us within 7 days of your appointment so we can support you promptly and professionally.

How To Raise A Concern

Please contact us via:

Email: info@makeoversalon.co.uk
Phone: 01332 511248

Please include:

  • Your full name

  • Date of appointment

  • Details of your concern

  • Photos where appropriate

Our Process

Once we receive your complaint:

  1. We will invite you back into the salon for an assessment appointment.

  2. The appointment will be carried out with your stylist and a member of management present.

  3. We will discuss your concerns professionally and respectfully.

  4. We will assess whether adjustments, rectification or an alternative resolution is appropriate.

Rectification Appointments

Where appropriate, we will always aim to rectify or adjust services before considering refunds.

We believe professional communication and collaboration usually lead to the best outcome for both the salon and the client.

Refunds

Refunds are considered as a last resort and may only be offered where:

  • Rectification is not possible

  • The salon agrees a refund is appropriate

  • Aftercare advice has been followed

  • Full consultation and disclosure was provided

Refunds will not be provided where:

  • Aftercare advice has not been followed

  • The client changes their mind

  • Services were approved during consultation and appointment process

Patch Testing & Consultations

Patch testing is required 24–48 hours before applicable services.

For specialist services, consultations are required to ensure:

  • Professional expert advice

  • Hair suitability

  • Safe application

  • A personalised hair journey plan

Failure to attend required patch testing may result in appointments being cancelled for safety reasons.

Our Commitment

We are committed to:

  • Honest consultations

  • Professional recommendations

  • Hair health

  • Safe luxury services

  • Respectful communication

  • Delivering the highest standards of care

Complaints policy