Complaints Policy

At The Cutting Studio, your satisfaction is our top priority. We pride ourselves on delivering the highest standards of professional hair services and customer care. While complaints are rare, we take all feedback seriously. This policy ensures any issues are handled fairly, consistently, and with respect, so that we can put things right where needed and continue to improve.

Process

If you are unhappy with the service you received, please tell us either while you are in the salon or as soon as possible after your appointment.

Clearly explain the issue so we can fully understand your concerns. We will listen carefully and may ask questions to clarify the details.

If you have already left the salon, please do not visit another salon before contacting us. We have the right to see the service or treatment provided in its original condition.

We will arrange a suitable time for you to return so we can privately discuss your complaint and assess your service.

Where your complaint is found to be reasonable, we will redo part or all of the service free of charge as soon as possible. If you prefer, the work can be carried out by a different stylist, although this may not always be possible.

If the problem cannot be fixed, we may offer a partial or full refund depending on the circumstances.

Our aim is to resolve all complaints within eight weeks.

Alternative Dispute Resolution

If, after following our complaints process, we are still unable to agree on a resolution, we will refer you to Hair & Beauty Mediation. This is a certified alternative dispute resolution provider under the Alternative Dispute Resolution for Consumer Disputes Regulations 2015.

Hair & Beauty Mediation will review both sides and work with us towards a fair and reasonable compromise. Their decisions are not legally binding unless both parties agree, but this process provides a faster and more cost-effective option than legal action.