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Complaints Policy

Our aim is to provide the best service possible, and while we always strive to achieve this, there will be times when the client is unhappy with the service. We aim to handle complaints quickly in an effective, fair and honest way. 

The policy aims to ensure that: All members of the public know how to feedback to Neil Moodie Studio and the process of making a complaint is simple; All staff treat feedback seriously and deal with it promptly, efficiently, courteously and keep the customer informed of the progress;

How a complaint can be made:· To the salon manager: 


Letter: 16A Lamb Street, London. E1 6EA

Complaints 10 days after your appointment regarding the quality of service will not fall into our complaints policy and will be discarded.


Retail Refund Policy

Any items purchased within the salon can be returned and a credit note or exchange will be available within 14 days of purchase with a valid Neil Moodie Studio receipt. 

We do not offer refunds on products if they have been opened and/or used.


Hair Refund Policy

It's our aim to please you and make you leave the salon feeling happy with the work we have done on your hair. 

Sometimes you may find after your appointment your hair is not what you expected or find faults with the service. This is fine, we allow 7 days for you to contact the salon to make us aware. 

We will then arrange you to come back to the salon within 48 hours for us to review your hair and if we agree the standard of the service or outcome was not what you expected we will then provide you with a service free of charge to correct this. 

If you contact the salon after the 7 days we will be unable to help you. Here are a few other points to remember. 

If you go to another salon to correct the issue then we will; not be able to provide any free service or advice and any complaints  will be discarded.

After any service within the salon, no refund is given unless a complaint is made on the leaving of your appointment that day, but our first method will be to correct the issue before a refund is given, if agreed by the salon manager.


We appreciate that sometimes you may need to cancel or reschedule your appointment and we kindly request that you provide at least 24 hours notice. Failure to provide sufficient notice will result in a 100% cancellation fee



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