COMPLAINTS POLICY
(LAZAROU DUKE STREET/TALBOT GREEN)
At Lazarou, customer satisfaction is our priority, and we are committed to delivering a high standard of service across our salons.
This complaints policy applies strictly to Lazarou Talbot Green and Lazarou Duke Street.
If you feel your service has not met expectations, please notify us within 10 days of your appointment so we can review the matter appropriately.
Services within our salons are carried out by both employed members of the Lazarou team and independent contractors who operate their own businesses from within our premises.
Where a concern relates to a service provided by an employed member of the Lazarou team, we will assess the situation and work with you to provide an appropriate resolution.
Where a concern relates to a service provided by an independent contractor, the contractor is responsible for reviewing the matter and determining the outcome as an independent business. The Salon does not make decisions on behalf of independent contractors in relation to complaints or resolutions.
The Salon may assist by facilitating communication between you and the contractor and, where appropriate, may provide the contractor’s direct contact details to enable direct communication.
You can contact us using the details below, and we will ensure your enquiry is acknowledged and directed appropriately:
Lazarou Talbot Green: 01443 524469
Lazarou Duke Street: 02920 221000
WhatsApp: 07377 008176
We aim to respond to all complaints within 48 hours and ensure all matters are handled professionally and fairly.
Depending on the nature of the concern, resolutions may include:
• A review of the service provided
• A corrective appointment
• A goodwill gesture or alternative solution where appropriate
While we take all concerns seriously, complaints raised outside the 10-day period may not be eligible for corrective work.