Our aim is to provide the best service possible, and while we always strive to achieve this, there will be times when the client is unhappy with the service. We aim to handle complaints quickly in an effective, fair and honest way.

The policy aims to ensure that:

• All members of the public know how to leave feedback to Goldielocks Norwich’s Hair Salon and Training Provider and the process of making a complaint is simple;
• All staff treat feedback seriously and deal with it promptly, efficiently, courteously and keep the customer informed of the progress;
• Improved customer relations are built by resolving feedback during the initial stages wherever possible.
• All feedback is recorded and monitored so that we learn from feedback and take action to improve services.

The Definition of a Complaint

A complaint is…

“An expression of dissatisfaction regarding the standard of training, service, action or lack of action provided by Goldielocks Norwich ”.

Please note that a complaint is not “An initial request for a service to be delivered”.

Who Can Make a Complaint?

Any member of the public or their representatives, staff, businesses, public and voluntary bodies can make a complaint about Goldielocks Norwich.

How a Complaint Can be Made

• Verbally – to the owner/tutor and hair extension specialist, Alice Andersen
• Email – in the ‘contact us’ area of the website www.goldielocksnorwich.com.
• Letter– to the head office in the salon, at  The Laurels, 195A Newmarket Road, NR4 6AP.

The Complaints Process

1. All complaints are addressed to the owner of Goldielocks Norwich. A response should be made within 5 working days. This is regardless of how the complaint or expression of dissatisfaction is made.
2. If you feel the response to your complaint under stage one is unsatisfactory, the next stage is for the complaint to be escalated and investigated further and liaise with any additional staff whose information may help resolve the complaint.
3. You will receive a response within 10 working days with a suggested resolution. If an interim reply is needed, you will be given a timescale by which a full reply will be received. If the complaint involves returning faulty hair to a hair provider, the given time frame could be extended up to 4 weeks.
4. If you feel the response to your complaint is still not satisfactory, you must advise us within two weeks of the date of the response from Stage 2 otherwise the case will be closed. 
5. If, after following our complaints policy, we still can’t agree on how to resolve the complaint to your satisfaction, as required by the Alternative Dispute Resolution for Consumer Disputes Regulations 2015, we will refer you to a certified alternative dispute resolution provider called Hair & Beauty Mediation, which is owned and operated by the National Hair and Beauty Federation (NHBF), the UK trade association for hair salons, barbershops and beauty salons.
   Alternative Dispute Resolution is a formal process and salons, barber shops or independent contractors are required by law* to give consumers information about an approved ADR organisation that could help them if a complaint cannot be resolved. NHBF members have access to a complaints policy that encourages them to deal with complaints within 8 weeks. The policy clearly sets out their legal obligations regarding ADR.

Alternate Dispute Resolution Fees

There is a fee of £12 including VAT for consumers, and £30 including VAT for hair or beauty salons, barber shops or independent contractors for taking part in Alternative Dispute Resolution. Fees are non-refundable unless the salon/barbershop/independent contractor refuses to take part in ADR in which case the consumer fee will be refunded. Consumers must make payment at the time of submitting their complaint to Hair & Beauty Mediation for ADR. If the consumer has not paid their fee within 7 days, the application and any evidence submitted will be deleted.

Confidentiality

All complaints are treated with confidentiality in mind. Only the owner of Goldielocks Norwich will be aware that a complaint has been received and is being dealt with. Where the complaint extends to the training service, whilst the tutor may be requested to provide information to satisfy the complaint, this will be handled appropriately so as to not prejudice further training or assessments.

Aggressive or Obsessive Complaints

Goldielocks Norwich wants to deal fairly and honestly with complainants and ensure that other users, clients and staff do not suffer detriment from persons making vexatious complaints. Unacceptable behaviour by customers will be informed that their behaviour is considered to be unacceptable.

Complaints about Products and manufacturers

Goldielocks Norwich recognises complaints regarding products and equipment supplied through ourselves, and any organisation contracted to work or supply Goldielocks Norwich, and will seek to resolve such complaints.

Goldielocks Norwich will forward complaints received in respect of other organisations to the appropriate bodies.

Matters that are Outside the Policy

The following matters are not included in this policy:

Complaints that are subject to legal proceedings

All complaints are logged and recorded and analysed as part of the customer service satisfaction procedure.