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Obsessive Hair Salon Complaints Policy

Effective Date: 01/10/2025, Policy Review Date: 30/09/2026

 

1. Introduction

At Obsessive Hair, we pride ourselves on delivering high-quality hair and beauty services in a professional, friendly environment. However, we understand that from time to time, things may not go as expected. If this happens, we want to hear from you so we can resolve the issue promptly and fairly.

This policy sets out how clients can raise concerns or complaints, how we handle them, and what you can expect from us in response.

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2. Our Commitment to You

  • We take all complaints seriously.

  • We treat all clients with courtesy, respect, and professionalism.

  • We aim to resolve complaints quickly, fairly, and confidentially.

  • Where appropriate, we will offer a suitable remedy, in line with your consumer rights.

  • We use complaints as an opportunity to improve our services.

 

 

 

3. How to Make a Complaint

If you are dissatisfied with any part of your service, please raise your concern as soon as possible using one of the following methods:

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In Person

Speak directly with your stylist or ask to speak with the salon manager during your visit.

 

By Phone

Call us on: 01256 356676
Available during salon opening hours

 

By Email

Email: info@obsessivehair.com


Include the following details:

  • Your full name and contact information

  • Date and time of your appointment

  • Name of your stylist (if known)

  • A detailed description of your concern

  • Any relevant photos, if applicable

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By Post

Write to us at:


2, Feathers Lane, Basingstoke, Hampshire RG21 7AS

4. Timeframes for Handling Complaints

We aim to respond to all complaints promptly:

  • Acknowledgement: Within 2 working days

  • Investigation completed: Within 7 working days

  • Final resolution offered: Within 10 working days

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If the matter is more complex and requires more time, we will keep you informed of progress and expected timeframes.

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5. What to Expect After Making a Complaint

 

Once we receive your complaint:

  1. It will be logged and assigned to the salon manager or a senior team member.

  2. We may contact you for further information.

  3. After reviewing all details, we will provide a written or verbal response including:

    • What we found

    • What action we are taking

    • Any resolution offered

 

6. Possible Remedies

If your complaint is upheld, we may offer one or more of the following, depending on the nature of the issue:

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  • A sincere apology

  • A complimentary corrective service

  • A partial or full refund

  • A credit note or voucher toward future services

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All remedies will be in line with the Consumer Rights Act 2015.

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7. Escalating a Complaint

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If you are unhappy with the outcome of your complaint, you may escalate it to:

 

Elizabeth Parker
Email: info@obsessivehair.com

Phone: 01256 356676

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You may also seek advice from:

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8. Confidentiality and Data Protection

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All complaints are handled in accordance with UK data protection laws (GDPR). Your personal information will be kept confidential and only used for the purpose of resolving your complaint.

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9. Social Media & Public Complaints

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At Obsessive Hair, we strive to resolve all concerns fairly and respectfully. To help us do this, we kindly ask clients to raise any issues directly with us using our formal complaints process (see Section 3).

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We do not handle complaints through social media (e.g., Instagram, Facebook, TikTok), including DMs, comments, or posts.

Please Avoid Public Complaints or Negative Posts

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We respectfully request that clients do not post negative or critical comments about the salon, our team, or services on social media before giving us a chance to resolve the issue privately and professionally.

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Making false or damaging statements online about a business or individual can, in some cases, be considered defamatory (libel) and may have legal consequences.

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Why This Matters

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  • Social media is not a confidential or accurate space for resolving service issues.

  • Formal complaints allow us to investigate thoroughly and respond fairly.

  • We are committed to resolving genuine concerns to your satisfaction.

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If you're unhappy for any reason, please contact us directly — we are here to help.

 

10. Feedback Welcome

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We always welcome feedback – whether positive or constructive. It helps us grow and serve you better. Thank you for choosing Obsessive Hair.

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Contact Information:

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Salon Name: Obsessive Hair Salon Ltd
Phone: 01256 356676
Email: info@obsessivehair.com
Address: 2, Feathers Lane, Basingstoke, Hampshire RG21 7AS
Website: www.obsessivehair.com

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