Making a complaint

If you cannot agree how to solve your complaint, the law says that the salon, barbershop or independent contractor must tell you how to find a certified alternative dispute resolution (ADR) service. They must also tell you if they are willing to take part in ADR.

ADR providers must be certified by the Chartered Trading Standards Institute. A list can be found on the Institute’s website: tradingstandards.uk

How does ADR work?

ADR aims to resolve a dispute by proposing a fair and reasonable solution which is acceptable to both parties. The process should be less stressful and costly than legal action.

Either party can withdraw from the ADR process at any time.

The outcome is not binding on you or the salon/barbershop/independent contractor unless you both accept the proposed solution, in which case it becomes binding.

The outcome of mediation may be different from a decision made by a court.

It is always best to try ADR before taking legal action as the courts look less favourably on cases where ADR has not been attempted. You can apply for ADR up to 12 months after the salon/barbershop/independent contractor has told you in writing (letter or email) they cannot resolve the complaint or if you have had no response from the salon/barbershop/independent contractor within eight weeks of making your complaint.

The NHBF Hair & Beauty ADR Mediation gained approval for their scheme on 15 October 2018 via CTSI; as an Alternative Dispute Resolution (ADR) body for the purposes of the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015 and The Alternative Dispute Resolution for Consumer Disputes (Amendment) Regulations 2015. The ADR body consists of one ADR official, the Quality and Standards Director, who has overseen the scheme since approval. She is employed on a full-time permanent basis and is not remunerated based on the outcome of cases.

See below to find out about Hair & Beauty Mediation, a certified ADR service run by the National Hair & Beauty Federation (NHBF).

If the salon, barbershop or independent contractor is a Member of the NHBF, you can use our certified ADR service, Hair & Beauty Mediation. Check here.

The salon/barbershop/independent contractor should send you details about ADR and how to contact Hair & Beauty Mediation if you cannot settle the complaint between you.

You can also apply direct to the NHBF’s Hair & Beauty Mediation service if the salon, barbershop or independent contractor is an NHBF Member and does not respond to your complaint within eight weeks.

Hair & Beauty Mediation is cheaper than the fees charged by other ADR providers. You would pay £12 including VAT and the salon/barbershop/independent contractor would pay £30 including VAT. Fees are not refundable unless the salon/barbershop/independent contractor refuses to take part in ADR in which case your fee would be refunded.

Both fees must be received before the ADR process can go ahead.

How to apply

Fill in the application form and send it to mediation@nhbf.co.uk or post it to:

Director of Quality & Standards
Hair & Beauty Mediation
One Abbey Court
Fraser Road
Priory Business Park
Bedford
MK44 3WH

You must include:

• Your name, address, email, and phone number.
• The details of the complaint, including the name of the salon/barbershop/independent contractor.
• Any supporting materials such as photographs and receipts.

The ADR scheme rules are also available from the NHBF as a PDF which can be emailed or posted to consumers.  Call 01234 831965.

As detailed in the Hair and Beauty ADR scheme rules (detailed below) the procedures we operate are conducted by written means only.

Remember: you can only use Hair & Beauty Mediation if your salon/barbershop/independent contractor is an NHBF Member. For more information call the NHBF on 01234 831965.

1. First step

Within ten working days of receiving your complaint, the Director of Quality & Standards will look at your complaint. If it cannot be dealt with by Hair & Beauty Mediation, the Director of Quality & Standards will let you know and explain why.

2. Telling the salon/barbershop/independent contractor

If Hair & Beauty Mediation can deal with your complaint, the salon/barbershop/independent contractor will be informed that ADR has started and will be sent a copy of your complaint and related materials such as photographs. This will usually be via email. 

The salon/barbershop/independent contractor will have ten working days to respond and provide any evidence they wish to be considered. You will receive a copy of this.

3. Your response

You will then have ten working days to look at the salon/barbershop/independent contractor’s evidence. This is your final opportunity to submit further information if you wish to.

4. Considering the complaint

The Director of Quality & Standards will then inform you and the salon/barbershop/independent contractor that the complaint will now be considered and no further evidence can be taken into account.

The Director of Quality & Standards will normally make a decision about the case within ten working days. This timescale may be extended if the complaint is complex. You will be told if this happens and when you can expect a decision.

5. Recommendations 

The Director of Quality & Standards will recommend a solution to the complaint and a summary of the reasons for the recommendation.

The recommendation will be sent to you and the salon/barbershop/independent contractor. The recommendation is not binding on you or the salon/barbershop/independent contractor unless it is accepted by both of you, in which case it becomes binding.

The most likely recommendation will be one or more of the following:

• A formal apology.
• The salon/barbershop/independent contractor will redo the service or treatment free of charge. Where possible*, a different stylist/barber/beauty therapist will do this.
• A refund.

*Please note that some stylists, barbers and beauty therapists are self-employed, so it is not always possible to provide an alternative.  

6. Rejection

You and the salon/barbershop/independent contractor will have ten working days to accept or reject the decision. If either rejects the proposal, you or the salon/barbershop/independent contractor can take legal action.

7. Acceptance 

If you both accept the recommendation, the salon/barbershop/independent contractor must comply within 15 days. The salon/barbershop/independent contractor must tell the Director of Quality & Standards when they have completed the recommended actions.

ACTION	TIMESCALE (working days*)
Don’t forget: the salon/barbershop/independent contractor must be an NHBF Member
You can submit details of your complaint to Hair & Beauty Mediation if: The salon/barbershop/independent contractor has been unable to resolve your complaint or The salon/barbershop/independent contractor has not responded to your complaint within eight weeks If the salon/barbershop/independent contractor has sent you a letter about the Hair & Beauty Mediation service, you must apply for ADR within 12 months of receiving that letter.	Day 1
The Director of Quality & Standards will look at the complaint. If it cannot be dealt with by Hair & Beauty Mediation, you will be told why.	By day 10
If Hair & Beauty Mediation can deal with the complaint, the salon/barbershop/independent contractor must submit their evidence within ten working days.	By day 20
You will have ten working days to look at the salon/barbershop/independent contractor’s response and provide further information if you wish.	By day 30
Within five working days, the Director of Quality & Standards will tell you that your complaint will now be considered and no further evidence will be accepted.	By day 35
Within ten working days, you and the salon/barbershop/independent contractor will be told the Director of Quality & Standards' recommendation and the reasons for it.	By day 45
You and the salon/barbershop/independent contractor have ten working days to accept or reject the recommendation.	By day 55
If accepted by both you and the salon/barbershop/independent contractor, the recommendation must be completed within 15 working days.	By day 70

*Working days are Monday to Friday. Paper applications will take longer to process than online applications. If both parties respond more quickly than the maximum time allowed, the complaint will be resolved more quickly

1        Introduction 

Hair & Beauty Mediation is owned and operated by the National Hair & Beauty Federation (NHBF), the UK trade association for salons and barbershops.  

Hair & Beauty Mediation is authorised by the Chartered Trading Standards Institute in accordance with the Alternative Dispute Resolution for Consumer Disputes (Competent Authority and Information) Regulations 2015. 

This document sets out the rules and procedures for the Hair & Beauty Mediation Alternative Dispute Resolution (ADR) scheme. Download a copy of the Hair & Beauty Mediation scheme rules. 

2        Objectives 

The scheme offers quick resolution for unresolved consumer disputes relating to hairdressing, barbering and beauty services or treatments provided by an NHBF Member. NHBF Members may be a salon or barbershop, or a self-employed independent contractor who rents space in a salon or barbershop. The scheme is designed to: 

• Reduce the need for either or both parties to take time-consuming and potentially costly legal action;
• Reduce negative online reviews by providing a more effective channel for dealing with consumer complaints;
• Identify improvements which could be made to salon or barbershop service standards to increase consumer satisfaction and confidence 

Hair & Beauty Mediation’s ADR scheme is intended to propose a solution to resolve the dispute which is acceptable to both parties.  The outcome is not binding on either party, unless it is accepted by both, in which case it becomes binding on both parties.  If one or both parties reject the proposed solution, either is free to take legal action through the courts. 

3        Scope 

The Hair & Beauty Mediation scheme is open to use by consumers in dispute with an NHBF Member (salon, barbershop or independent contractor) provided: 

• The consumer has attempted to resolve the complaint using the Member’s complaints procedure.
• The complaint is not considered frivolous, vexatious or malicious in nature.
• The complaint has not already been considered by the courts or another certified ADR provider.
• The complaint does not involve matters which would be more appropriately dealt with via a public liability insurance claim or the courts, eg injury, medical side-effects, criminal activity, compensation claims.
• The value of a service or treatment is under £1,500.
• The hair or beauty salon, barbershop or independent contractor's business is in the UK and the consumer is resident in an EU member state (known as a cross-border dispute).  The NHBF is a member of the European trade association, Coiffure EU (www.coiffure.eu).
• The complaint is submitted and handled in English.
• The complaint was referred to the Hair & Beauty Mediation within 12 months of the hair or beauty salon, barbershop or independent contractor giving written notice (ie by email or letter) to the consumer that the salon, barbershop or independent contractor is unable or unwilling to resolve the complaint.
• Payment of the consumer fee* (£12 including VAT) and the salon, barbershop or independent contractor's fee (£30 including VAT) have been made within seven days of submitting the complaint.
• The complaint does not involve cosmetic surgery or non-surgical aesthetic procedures requiring a level 6 or 7 qualification (eg, Botox or similar anti-wrinkle injectables, dermal fillers).

*the consumer fee will be refunded if the salon/barbershop/independent contractor refuses to take part in ADR. 

If a complaint is rejected for consideration by Hair & Beauty Mediation, both parties will be informed in writing within ten days of receiving the complaint, including the reason why the complaint has been rejected. 

4        Possible outcomes 

The outcome will take into account current relevant legislation, including equal opportunities, industry standard practices, as well as what is fair and reasonable. 

Depending on the nature of the complaint, the most likely outcomes to be proposed will be one or more of:

• A formal apology
• The service or treatment provided again, by a different stylist/barber/beauty therapist (where possible*), free of charge
• A refund for the cost of the service/treatment provided

*please note that some stylists, barbers and beauty therapists are self-employed independent contractors, so it is not always possible to provide an alternative. 

The outcome is not binding on either party, unless it is accepted by both, in which case it becomes binding on both parties.  

5        Alternative Dispute Resolution (ADR) 

Alternative Dispute Resolution is a formal process and salons, barbershops or independent contractors are required by law* to give consumers information about an approved ADR organisation who could help them if a complaint cannot be resolved.  

NHBF members have access to a complaints policy which encourages them to deal with complaints within eight weeks.  The policy clearly sets out their legal obligations regarding ADR. 

6        Escalating a complaint to ADR 

Consumers must approach the salon, barbershop or independent contractor before using ADR.  However, if the hair or beauty salon, barbershop or independent contractor has not responded to the consumer within eight weeks of them raising a complaint, the consumer may then escalate the complaint to Hair & Beauty Mediation. 

If the salon, barbershop or independent contractor has responded to the complaint but has been unable to resolve it to the satisfaction of both parties, they must inform the consumer in writing (letter or email) that the salon, barbershop or independent contractor’s internal complaints procedure has been exhausted.  

The email or letter will provide contact details for Hair & Beauty Mediation and details of Hair & Beauty Mediation’s web address and contact details, the fees to be paid by the consumer and the hair or beauty salon, barbershop or independent contractor, and an undertaking that the salon, barbershop or independent contractor will take part in the Alternative Dispute Resolution procedure.     

The consumer must notify Hair & Beauty Mediation within 12 months of receiving that letter or email that they wish to apply for ADR.  

7        Materials to be submitted 

The consumer must submit their name, their contact details (address, email address and phone number), the details of the complaint, including the name of the hair or beauty salon, barbershop or independent contractor, the disputed transaction and what the consumer is complaining about, any supporting materials (eg photographs, receipts),  using the application form provided on the Hair & Beauty Mediation website  and sending it by email to mediation@nhbf.co.uk or by post to:  

Director of Quality & Standards
Hair & Beauty Mediation
One Abbey Court
Fraser Road
Priory Business Park
Bedford
MK44 3WH 

Hair & Beauty Mediation will only consider written and photographic materials submitted by the consumer or the hair or beauty salon, barbershop or independent contractor.  Neither of the parties will be expected to attend spoken evidence sessions, and there will be no follow-up with potential witnesses.  Materials submitted by the salon, barbershop, independent contractor or the consumer will not be returned. 

8        Terminating a complaint 

The consumer or the hair or beauty salon, barbershop or independent contractor can withdraw from ADR at any point. 

9        Honesty 

All parties are expected to be honest in their dealings with each other and with Hair & Beauty Mediation.  If the Director of Quality & Standards has any reason to suspect dishonesty, the complaint may be terminated as frivolous or vexatious or malicious in nature. 

10      Confidentiality and data protection 

Details of the consumer and the hair or beauty salon, barbershop or independent contractor (name, address, phone number and email address) will only be shared with the parties involved in the complaint, Hair & Beauty Mediation staff, NHBF staff and bodies responsible for auditing ADR (eg the Chartered Standards Trading Institute).   

ADR via Hair & Beauty Mediation is available only to NHBF Members and clients of NHBF Member salons, barbershops or independent contractors.  On request, we will inform clients whether or not a salon, barbershop or independent contractor is an NHBF Member.  Clients can also view Salon Search which lists NHBF Members (if they have given their consent).

See our privacy notice

Records of the ADR process will be retained for six years. 

11      Fees 

There is a fee of £12 including VAT for consumers, and £30 including VAT for hair or beauty salons, barbershops or independent contractors for taking part in Alternative Dispute Resolution.  Fees are non-refundable, unless the salon/barbershop/independent contractor refuses to take part in ADR in which case the consumer fee will be refunded. 

Consumers must make payment at the time of submitting their complaint to Hair & Beauty Mediation for ADR.  If the consumer has not paid their fee within seven days, the application and any evidence submitted will be deleted. 

Salons, barbershops or independent contractors will be contacted by Hair & Beauty Mediation for payment. The salon, barbershop or independent contractor must also pay their fee within seven days for the ADR application to progress. 

12      Legal advice 

Neither party needs to have a legal adviser, but they can seek independent advice or be assisted by a third party at any stage of the procedure if they wish. 

13      Hair & Beauty Mediation - Director of Quality & Standards 

Hair & Beauty Mediation’s Director of Quality & Standards is responsible for considering complaints, reviewing evidence submitted, making a decision on the outcome and communicating this to both parties.  The Director of Quality & Standards will directly supervise anyone else involved in the ADR process and will review and confirm their decisions. 

The Director of Quality & Standards is employed by or contracted to the National Hairdressers Federation to provide ADR services to NHBF Members.  He/she will be impartial, have an in-depth understanding of the hairdressing, barbering and beauty industries, industry-recognised service and treatment standards, customer service standards, consumer law, quality monitoring, inspection procedures and reporting requirements.  

14      Conflict of interest 

The Director of Quality & Standards will declare and log any potential conflicts of interest relating to a case.  In these circumstances the case will be reviewed by the NHBF’s Director of Membership before any proposals on outcomes are made. 

If a significant conflict of interest remains, Hair & Beauty Mediation may advise the parties to refer the dispute to another ADR provider.  If this is not possible, provided both parties are aware of the nature of the conflict of interest and have no objections, Hair & Beauty Mediation will continue to deal with the dispute.  

15      ADR process 

a)    Scope

Within ten working days of receiving notification from a consumer that they are applying for ADR and the details of the complaint, the Director of Quality & Standards will review the information submitted to ensure the complaint is within the scope of the ADR scheme provided by Hair & Beauty Mediation. 

If the complaint is out of scope for any reason, the Director of Quality & Standards will inform the consumer, giving the reasons why the complaint cannot be considered. 

b)    Notification ADR process has started

Otherwise, Hair & Beauty Mediation will contact the salon/barbershop/independent contractor (normally electronically) to inform them that an ADR application has been received and to confirm the salon/barbershop/independent contractor is willing to take part in ADR. 

The hair or beauty salon, barbershop or independent contractor will be given copies of the consumer’s complaint and any associated materials submitted.  The salon, barbershop or independent contractor will have ten working days to comment on it and provide any evidence they want to submit in response. This will be sent to the consumer. 

c)    Further evidence

The consumer will have a further ten working days to consider the salon/barbershop/independent contractor’s response and a final opportunity to submit any other written evidence the consumer wants to be considered as part of the ADR process.  

d)    Case complete

Both parties will then be notified that the complaint is complete and Hair & Beauty Mediation’s Director of Quality & Standards will consider the evidence submitted in order to make a decision on proposed outcomes.  He/she will not take any other evidence into account.  

e)    Decision and reasons

He/she will make a decision and propose outcomes, normally within ten days of receiving the full complaint and additional materials.  If the complaint is complex, the Director of Quality & Standards may extend the time for making a decision, in which case he/she will inform both parties and provide a revised time when the decision and proposed outcomes will be made. 

The Director of Quality & Standards will provide a summary of the reasons for the decision and proposed outcomes, the action he/she recommends the salon/barbershop/independent contractor to take, including any financial compensation (where appropriate).  This will be shared in writing by letter or email with both parties.   

f)     Acceptance

Both parties will be given ten working days to consider the Director of Quality & Standards’ decision and to confirm if they accept the proposals for resolving the dispute.  If either party does not accept the decision, they will be free to refer the matter to the courts.  

g)    Settlement

Otherwise, the actions proposed by the Director of Quality & Standards must be implemented by the salon, barbershop or independent contractor within 15 working days of accepting the proposals.  The Director of Quality & Standards must be informed when the actions have been completed. 

ACTION	ADR TIMESCALE (working days*)
Consumer attempts to resolve complaint with salon/barbershop/independent contractor.
If the salon/barbershop/independent contractor has made no response to the consumer’s complaint, after eight weeks the complaint can be escalated to Hair & Beauty Mediation who will check the salon/barbershop/independent contractor is willing to take part in ADR.
If the salon/barbershop/independent contractor has responded but has been unable to resolve the dispute within eight weeks, they will issue a letter saying their internal complaints procedure has been exhausted, confirm their willingness to take part in ADR and provide details of Hair & Beauty Mediation’s ADR scheme
Consumer applies to Hair & Beauty Mediation for ADR within 12 months of receiving the salon/barbershop/independent contractor’s letter.	Day 1
Director of Quality & Standards reviews complaint to check it’s in scope.  If not, both parties will be informed that the complaint has been rejected and the reasons why If it is in scope, the Director of Quality & Standards will inform the salon/barbershop/independent contractor that ADR has started and provides copies of consumer’s complaint and associated materials	By day 10
Salon/barbershop/independent contractor submits any additional information within ten working days	By day 20
Consumer reviews salon/barbershop/independent contractor response and provides any further materials within ten working days	By day 30
Both parties informed complaint case is complete within five working days	By day 35
Case reviewed and decision made on proposed outcomes within ten working days	By day 45
Consumer and salon/barbershop/independent contractor notified of decision and reasons for it.  Consumer and salon/barbershop/independent contractor accept or reject proposed outcomes within ten working days	By day 55
Salon/barbershop/independent contractor implements proposed actions within 15 working days	By day 70

*Working days mean Monday to Friday. Paper applications will take longer to process than online applications. If both parties respond more quickly than the maximum time allowed, the complaint will be resolved more quickly.

16      Recommendations 

The Director of Quality & Standards may also make recommendations to the hair or beauty salon, barbershop or independent contractor to improve service or treatment standards to reduce the likelihood of further complaints and to increase consumer confidence and satisfaction.  These will not be shared with the consumer, and it will be for the salon, barbershop or independent contractor to decide whether or not to implement the recommendations (except when required by law). 

17      Appeals 

There is no appeals process.  

18      Activity report 

Hair & Beauty Mediation will publish an annual report of its activities, as required by the ADR scheme approval criteria on its website.

Updated May 2020