Customer Complaints Policy

Here at SJ Forbes, our priority is for you to be completely satisfied with the service you receive from us. We run a professional business so we aim for the highest standards in everything we do. Complaints are rare but we take them seriously, so we have a complaints policy and process we follow to make sure things are handled efficiently in order to learn and improve from your feedback.

What to do if you have a complaint

Tell someone you’re not happy with the service you’ve received, either while you are in the salon or, at maximum, 7 days after service. Calmly and clearly explain the problem.

We will listen to your feedback and ask questions as necessary to understand where the complaint is coming from. We aim to resolve all complaints within 8 weeks. If you have already left the salon, do not have your hair done at another salon as we have the right to see exactly what the service or treatment you received from us looks like.

We will arrange a suitable time for you to return to our salon and discuss your complaint privately. Where we think your complaint is reasonable, we will redo the part or all of the service or treatment again as soon as possible, free of charge. The work will be done by a different stylist if you prefer. 

If we can not fix the problem, we may offer a partial or full refund, depending on how reasonable we consider your complaint to be.   

If, after following our complaints policy, we still can not agree on how to resolve the complaint to your satisfaction, as required by the Consumer Rights Act 2015 we will refer you to a certified alternative dispute resolution provider, Small Claims Mediation Ltd. They are mediators, independent third parties who listen to both sides and help us both work towards a fair and reasonable compromise that, if agreed upon, becomes legally binding. This is a cheaper alternative for you than taking legal action.

We will participate in a one-hour session at a mutual time to be agreed upon with Small Claims Mediation Ltd. Please note there is a charge of £50+VAT for the salon and £50+VAT for you as the client.

Small Claims Mediation Ltd can be contacted by phone: 0116 284 8100 or email:

Our right to refuse service

Here at SJ Forbes we have a strict zero-tolerance policy for any abuse towards staff members and may be put in a position where by we refuse service to a customer. The management reserves the right to refuse service to anyone if they have:

threatened to harm one or any of our employees or customers
created a safety issue or health hazard inside our salon or within close proximity to the salon
We also reserve the right to refuse service if:

the salon has reached maximum capacity
the salon is not open (i.e. outside normal business hours).
SJ Forbes Hair Salon will never discriminate against anyone on the grounds of a person’s race, religion, sex, or other protected characteristics.