Complaints Policy
At CoCo’s Style salons, we strive to provide exceptional service and maintain the highest standards of professionalism. However, we understand that there may be instances where a client may have a concern or complaint. In such cases, we are committed to addressing the issue promptly and efficiently. Please follow the steps outlined below to lodge a complaint:
- Initial Discussion: If you have a concern or complaint, we encourage you to first discuss it with your stylist or a member of our salon management team during your visit. We will do our best to resolve the issue immediately.
- Contact Us: If you feel your concern has not been addressed to your satisfaction or you prefer to submit a formal complaint, please contact us via email at info@cocos.co.uk or by phone at Southwater 01403738800 Billingshurst 01403784848. Please provide the following information in your communication:
a. Your full name and contact details
b. The date and time of your appointment
c. The name of the stylist or staff member involved
d. A detailed description of your complaint
- We will review your complaint within a reasonable timeframe, taking into account the nature and complexity of the issue. We may contact you for additional information during this time.
- Resolution: Upon completion, we will communicate the outcome to you and, if appropriate, propose a resolution. Resolutions may include refunds, complimentary services, or other measures deemed suitable by our management team.
- Confidentiality: We treat all complaints with the utmost confidentiality and respect for your privacy. Only those directly involved in the complaint process will have access to your personal information.
- Continuous Improvement: We value your feedback and use it as an opportunity to improve our services and address potential areas of concern. Your input is invaluable in helping us maintain the high standards we set for our salons.
We appreciate your cooperation and understanding in following our complaints policy. Our goal is to ensure that every client leaves our salon satisfied and happy with the services they have received.
Refund on Service
On the rare occasion that you are unhappy with your hair service, we would appreciate you telling us first so we can have the chance to put it right.
To do this, please either call the salon direct or come back to speak with the Salon Director within 7 days of your appointment.
A Refund on Service can only be authorised at the discretion of the Salon Director and will be offered if all other options are unsuitable.
Please be aware that monies returned to a guest’s bank account can take up to 10 days to clear.
Colour Patch Testing Policy
Our salons are dedicated to providing exceptional hair care services while ensuring the safety and satisfaction of our clients.
To achieve this, we are required by our insurance company to test before every colour service and to help us to do this we have established the following hair colour policy:
- Consultations: As a new client seeking hair colour services we recommend that you schedule a consultation with one of our stylists prior to your appointment. During this consultation, the stylist will assess the client’s hair condition, discuss desired results, and provide recommendations to achieve the best outcome.
- Skin Testing: To prevent potential allergic reactions, clients must undergo a Colourstart Medical Patch Test which can be purchased from us either in salon or through our online shop cocos.co.uk (purchased at cost price) and the process carried out at home. Guidance will be given by the team as to the 5-day process to use this colour patch test. The benefit to this type is that only the initial patch test needs to be put onto the skin (upper arm, bicep) but health questions can be completed at home before coming into the salon, making it much easier for clients who live further away or work many hours away from home; or via an Allergy Alert Test in the salon, at least 48 hours before their appointment.
- An Allergy Alert Test must not be carried out on any person under the age of 16 years and only under 18 years with permission from parent/guardian.
- Appointment Times: Hair colour appointments may require additional time, depending on the complexity of the service. Clients should be prepared for extended appointment durations, as our stylists strive to deliver the best results possible.
- Home Hair Colour Disclosure: Clients must disclose any previous home hair colour applications during the consultation process. Home hair colour can react differently with professional products and may impact the desired results.
- Client Safety: Clients must follow the stylist’s recommendations for hair colour services, as certain colour treatments may not be suitable for all hair types or conditions. Our stylists reserve the right to decline a service if it may compromise the integrity of the client’s hair or pose a health risk.
Thank you for choosing CoCo’s Style salon for your hair colour needs. We look forward to providing you with a safe and enjoyable experience.
Cancellation Policy
We understand that sometimes schedule changes are necessary, and we strive to accommodate our clients to the best of our abilities. To ensure smooth operations and provide the best service possible, we have implemented the following cancellation policy:
- Cancellation Notice: We kindly request a minimum of 24 hours’ notice for any appointment cancellations or rescheduling. This allows us to manage our schedules and offer the cancelled appointment slot to other clients.
- Late Cancellations: Cancellations made with less than 24 hours’ notice will be considered “late cancellations.” Clients with late cancellations may be subject to a fee equal to 50% of the scheduled service cost.
- No-Shows: In the event of a “no-show” (missing an appointment without prior notice), clients will be sent a “no-show” SMS checking that all is well and a reminder to rebook the missed appointment.
- Repeated Cancellations or No-Shows: Clients who frequently cancel appointments or fail to show up may be required to provide a deposit or pre-pay for future services. Repeated late cancellations or no shows may be subject to refusal of future bookings. This is to ensure the smooth operation of the salon and to minimize disruptions to our stylists’ schedules.
- Appointment Confirmations: As a courtesy, we send appointment confirmation messages via text or email at least 48 hours before your scheduled appointment. Please ensure we have your correct contact information on file.
- Emergencies: We understand that emergencies or unforeseen circumstances can arise, and we will handle these situations on a case-by-case basis. Please contact us as soon as possible if you need to cancel due to an emergency.
- Late Arrivals: If you are running late for your appointment, please notify us as soon as possible. We may need to adjust or reschedule your service to avoid impacting other clients’ appointments.
By adhering to this cancellation policy, you can help us maintain a high level of service for all our clients. We value your cooperation and understanding. Thank you for choosing our salon for your hair care needs.
Thank you for choosing CoCo’s Style for your hair care needs.
Refund on Retail
If you purchase a retail product from us, either in salon or on our salon shop online (www.cocos.co.uk) and you find the product is faulty or the incorrect item for your use, we will happily refund the product or swap for a different one if unused.
All we ask is that you let us know within 14 days of your purchase, thank you.
Coco’s Style does not accept any physical or verbal abuse aimed at any team members or other clients.
