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Our priority is to make you feel and look your best. However, if you feel our service was not up to standard, please let us know within 10 days of your hair appointment. In order to ensure a transparent, fair and equal treatment for everyone, these are the steps of our complaints procedure:

  1. While in the salon or barber shop, please let one of our staff members know of your dissatisfaction. Alternatively, reach out to us via telephone 02920221000 (Duke Street/Cardiff Castle)/01443524469 (Talbot Green) or email

  2. Our team will assess your complaint as quickly and efficiently as possible but please allow a period of 48h for us to get back to you

  3. Depending on the nature of your complaint, we will:

  1. Invite you back to our salon/barber shop for a hair assessment and will arrange a suitable time for a correction appointment

  2. Offer you a complimentary service deemed appropriate

  3. If reasonable, we will issue a partly or full refund. If paid by card, please allow 2-3 working days for the refund to reach your account.

We take complaints very seriously but also need to protect our team, so please be aware that complaints raised outside the 10 day window cannot be classed as corrective work.

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