Customer Complaints Policy

At St Salon, we take pride in delivering exceptional service and creating a welcoming environment for every client. While complaints are rare, we treat each one seriously and respectfully, using feedback to improve our standards and strengthen trust.

🧭 Our Commitment

– We aim to resolve complaints fairly, promptly, and with transparency.
– We listen with empathy and respond with professionalism.
– We use complaints as opportunities to learn and grow.

 📋 How to Make a Complaint

If you are dissatisfied with any aspect of your experience, please let us know:

– In person: Speak to a member of staff or the salon manager during your visit.
– By email: Send your concerns to salon@stsalonharrow.co.uk with details of your visit and the issue.
– By post: Write to us at St Salon, 14 St Georges shopping centre, Harrow, HA1 1HS.

Please include:
– Your full name and contact details
– Date and time of your visit
– Description of the issue
– Any supporting evidence (e.g. photos, receipts)

⏱ Response Time

– We aim to acknowledge all complaints within 5 working days.
– A full response will be provided within 7 working days, unless further investigation is required.

🛠 Resolution Process

– We will investigate the matter thoroughly.
– You may be offered a remedy such as a re-service, refund, or goodwill gesture.
– If you are not satisfied with our response, you may escalate the complaint to our mediation team.

🧾 Record Keeping

All complaints are logged and reviewed regularly to identify patterns and improve our services.

🤝 Respect and Conduct

We ask that complaints are made respectfully. Abusive or discriminatory language will not be tolerated and may result in refusal of service.