Frequently Asked Questions

Frequently Asked Questions

Why do I need to pay a deposit?

- Why do I need to pay a deposit?

As a small local business, it is very important to utilise our time in order to keep our running costs as low as possible and ensure that our fabulous members of staff can continue their employment. Although a large percentage of our lovely clients turn up for their appointment, our deposit system ensures our client “no shows” or last-minute cancellations are reduced and we are not left with empty space in the diary that we are unable to fill.

How much deposit do I have to pay?

- How much deposit do I have to pay?

The deposit that we require depends on what service you book in for :

  • For a non-chemical service £15
  • For a chemical service £35
  • Hair Extensions cost of the hair or 50% of the fitting fee
  • Beauty treatments 50% of the service

If you make your booking online, your deposit is between 30% and 50% and in the event of a no show the company will charge your card for the service. 

How do I book online?

- How do I book online?

Booking online is such an easy way to manage your appointments! If you work shifts or unsociable hours you can still manage your diary with our online booking facility.  To book an appointment, click on the book now button at the top of this page. You will need make a one-time only account and then you can book all your favourite treatments with your favourite member of staff. You can confirm and reschedule your booking here also, leaving you in full control of your bookings.

Do I always have to book with the same stylist or therapist?

- Do I always have to book with the same stylist or therapist?

At Suzanne Wilson Hair & Beauty we consider ourselves to be a roam free salon! We welcome you to select the stylist or therapist of your choice – if you wish to stay with the same member of staff or change each time you visit that is ok with us! We work as one team and are glad you are choosing us – whichever one of us!

If I cancel my booking will I lose my deposit?

- If I cancel my booking will I lose my deposit?

Your booking is very important to us and we really look forward to seeing you, however we appreciate that sometimes things don’t always go to plan and you may need to cancel or rearrange your booking. Our cancellation policy is 48 hours for all of our clients, this enables us to fill the space so that our clients who are on our waiting list don’t miss the opportunity to come in and see us too! If we don’t receive 48 hours’ notice with regards to your cancellation or you decide that you no longer want the service that you have booked in for your deposit becomes non-refundable.

Why do I need a sensitivity test?

- Why do I need a sensitivity test?

Your health and wellbeing is so important to us, and some of our service can trigger an allergic reaction and in extreme cases anaphylactic shock which can be fatal. Our tests can be carried out no later than 24 – 48 hours prior to your service, you don’t need to book an appointment for this and it literally takes a minute!

A sensitivity test is also required for some of our services in order to stay compliant with our manufacturer’s guidelines and our salon insurances.  These services are:

  • hairdressing colour work
  • brow and lash tinting and lash lift
  • individual/party lashes

I have had my hair coloured for years do I still need a sensitivity test?

- I have had my hair coloured for years do I still need a sensitivity test?

You need to have a sensitivity test with us if:

  • You have never had a hair colour, brow or lash service with us before
  • It is more than 6 months since you have visited us
  • If you have had a Covid vaccination
  • If you have had a tattoo since your last colour, brow or lash service
  • You have encountered any new allergies since your last visit with us
  • You have coloured your hair yourself between salon visits 
  • You have tinted your own brows or lashes between salon visits

We reserve the right not to perform your treatment if your sensitivity test has not been carried out.

If I am not happy with the service I have received what should I do ?

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.We welcome feedback at all levels so that we may improve and serve our customers better and aim to pre-empt all instances of discord by ensuring that the lines of communication remain open at all times. Where a customer has cause for complaint about any area of their experience or service, we aim to deal with the situation swiftly with complete transparency. All complaints will be treated confidentially and investigated fully; the complainant will be updated throughout the process, and all outcomes. Complaints are rare, but we take them seriously, so we have a complaints policy and process we follow to make sure your expectations are met and we learn from your feedback.  

Complaints Process

In the first instance, complainants are encouraged to speak directly to the person causing the issue. Tell them your not happy with the service or treatment that you have received by calmly and clearly explaining your issue
We will listen to your feedback and ask questions to understand the full reason for your complaint and arrange a 1-1 consultation to discuss your complaint further face to face.

If you complaint is regarding your hair, we will need to see the result your not happy with to establish the correct course of action determined by results of hair tests.
The initial record will be a precise, full details will be taken at and agreed in writing with an action plan of the required steps to be taken to rectify the issue.
If you have left the salon, we ask that you do not go to another salon, as we have the right to see exactly what the service or treatment from us looks like. We will arrange a suitable time for you to come back to the salon and discuss your issue in private
Where we think your complaint is reasonable, we will redo a part or all of the service or treatment again as soon as possible, free of charge.
The work will be carried out by a different stylist/therapist if you prefer although this may not be possible if the individual is self employed.
If your complaint is regarding a staff member or any other issue, we will look into this for you and aim to resolve it
If we cant fix the problem we may offer a partial or full refund depending on how reasonable we consider your complaint to be
If you are unhappy with the outcome, the complainant should address their concerns verbally to Suzanne Wilson
All complaints are aimed to be resolved in 8 weeks

We seek to address 4 areas:

The facts

Recognise the emotions involved 

Identify the implications

Find a solution

If, after following our complaints procedure we still cant agree on how to resolve the complaint to your satisfaction, as required by the Alternative Dispute Resolution for Consumer Disputes Regulations 2015, we will refer you to a certified alternative dispute resolution provider, Hair & Beauty Mediation.
As mediators they listen to both sides and help us work towards a fair and reasonable compromise which is acceptable to both parties. It is not legally binding unless both parties agree on an outcome, but it is cheaper and quicker than taking legal action.

Please note there will be a charge of £12 including VAT for the client and £30 including B+VAT for the salon ( may be subject to change )

Contact details will be provided

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