Our Promise

“At Swanky Malone we pride ourselves on offering the best customer service. We understand, as professional stylists, you as the client will be instilling your trust and faith in our skill set to provide you with the best service and advice. Myself and my staff are very passionate about our profession and strive to be the best. We work together to create a unique experience from the moment you step through the door. Myself and my staff will listen and recommend for a desirable outcome and the best way to go about it. We are honest, understanding and above all else, here for you.”

- Cameron, Company Director

Customer complaints policy

 Our priority is for you to be completely satisfied with your 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 that we follow to make sure that things are put right where needed and we learn from your feedback.

Process

Tell someone you're not happy with the service you have received, either while you are in the shop or as soon as possible after leaving. Calmly and clearly explain the problem.

We will listen to your feedback and ask questions as necessary to understand why you are making a complaint. We aim to resolve all complaints within 8 weeks.

If you have already left the shop , don't go to another salon as we have the right to see exactly what the service you received from us looks like. We will arrange a suitable time for you to come back into our shop and discuss your complaint in private.

Where we think your complaint is reasonable, we will redo the part or all of the service again as soon as possible, free of charge. The work will be done by a different stylist if you prefer, although this may not be possible if the individual is self employed.

If we can't 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't 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, an independent third party which listens to both sides and helps us both work towards a fair and reasonable compromise which, if agreed, becomes legally binding. It is a cheaper alternative for you than taking legal action.

We will participate in a one hour session at a mutually time to be agreed 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

Email: admin@small-claims-mediation.co.uk