Consumer complaint and legal claim comparison table

Bad haircut and dye job?

Unfortunately, bad hairdressing happens to most of us. When you consider that you may attend nine or more hairdressing appointments each year (although perhaps less currently, due to ongoing COVID-19 restrictions and appointment backlogs), it’s pretty much inevitable that you won’t always be fully satisfied with your hair after every single salon visit. As with any service provider, the person delivering the service will have the occasional ‘off’ day, after all. Plus, there could be times when you fail to convey your requirements to the letter.

But what exactly should you tolerate as a poor one-off experience and what can you do if you want to take the matter further? Making a consumer complaint and filing a legal claim are the two distinct routes you can take here. Your choice between these two options depends upon the extent of your dissatisfaction and whether or not any physical harm was involved.

To pursue the first – consumer complaint – you must raise this directly with your hairdresser by quoting your prerogatives under the Consumer Rights Act 2015. To lodge the second – legal claim – you need to instruct the expertise of a lawyer, ideally on a ‘no win, no fee’ basis as this involves less risk on your part, such as our Hairdressing Claims team.

To help you decide your next steps, we’ve created a handy table showing the types of problems encountered at the hairdressers which constitute either a consumer complaint or legal claim…

CONSUMER COMPLAINT

Not receiving the cut or style you requested, for example getting a severe cut instead of a trim. The resolution comes in the form of an offer to put things right, or full or partial refund.

Colour treatment not turning out as promised and should be re-done.

Damage to your personal belongings, be it clothes, bags or other items, which is irreversible and necessitates replacement.

The amount charged for hairdressing services is higher than the cost quoted at the beginning or pre-appointment. A fee re-assessment is in order.

LEGAL CLAIM

Chemical injury resulting from over- or mis-application of hair dye, perming or straightening products.

Burn to your hair or scalp from incorrect and negligent use of hot styling tools like hairdryers, curling tongs and straightening irons.

Cuts and bleeding to your scalp, face, neck or ear due to misuse of sharp objects, these being scissors, shavers and razors.

Slips and trips in unnoticed spillage or unswept hair causing bruises, sprains and broken bones.

Beauty parlour syndrome, officially called vertebrobasilar insufficiency, which is the result of inadequate neck support and hyperextended positioning over the washing basin.

If your negative experience at the hairdresser’s falls into the ‘legal claim’ category, read our ‘A step-by-step guide to the hairdressing claims process’ blog and get in touch to kick start your claim.


To contact us, please email enquiries@hairdressingclaims.co.uk, call 0800 141 3682 from a landline for free, phone 0333 202 6560 from a mobile or complete our online enquiry form.

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