Compliments & Comments
A ‘Compliment’ is when a client or learner gives feedback about how we have delivered positive service or training.
A ‘Comment’ is when a client or learner provides a suggestion, or offers an idea on how we can improve our service or training.
We want to continually improve the service or training we provide and are committed to giving clients/learners the opportunity to express satisfaction with our services. Equally, we need to know when we do things well so that we can disseminate best practice across the group.
If you have a complaint about a service or training we have provided within a Francesco Hair Salon, or Academy please adhere to the following procedure.
As all Francesco Hair Salon’s are Franchised we request that in the first instance, you make your complaint directly to the relevant salon speaking directly with the Salon Director or Manager of the Salon regarding your issues. Your complaint should be made within 7 days of your appointment.
• All Academies are managed and you should make your complaint directly to the Academy Manager regarding your issues within 7 days of your appointment.
• If you’re unable to resolve the complaint satisfactorily with the Salon or Academy, you can contact Head Office in writing either by completing the form below, emailing customerservice@fr ancescohair.salon or by post to the following address:
Customer Service Department, Francesco Hair Salon, 4 Bailey Street, Stafford, ST17 4BG
• If your complaint is received by Head Office your complaint will be investigated with the Salon or Academy concerned and we will report back to you within 5 working days of receipt of your complaint. If it is not possible to investigate your complaint within this timeframe, we will acknowledge receipt of your complaint and you will be informed of when to expect a further response.
• Please be aware that intimidating or rude behaviour will not be tolerated within the Salon or during any communication with us regarding your complaint. If you are found to be acting in this manner at any point during the complaints procedure we reserve the right to cancel all future appointments and request that you do not return to the salon.
Excellent customer service is of the utmost importance to Francesco Hair Salon and we aim to ensure that all complaints are dealt with in an amicable and professional manner.
Improving Our Service
We will record all compliments, comments and complaints received and use them to ensure we are continually improving our level of service to clients and learners.