Complaints Policy

Last updated: 16 September 2026

At Shear Strength Barbers, we want every customer to receive a friendly, professional and high-quality service.

If something has not gone as expected, we want to know about it and have the opportunity to put things right.

This Complaints Policy explains how customers can raise a concern and how we will deal with it.

1. How to Make a Complaint

If you are unhappy with any aspect of our service, please contact us as soon as possible.

You can make a complaint by:

• Calling or messaging 07534 034939

• Sending us a direct message on Instagram at @shearstrengthbarbers

• Speaking to us directly in the barber shop

• Contacting us through shearstrengthbarbers.co.uk

Please give us enough information to understand what has happened.

This may include:

• Your name

• The date of your appointment

• The service you received

• The name of the barber, where relevant

• Details of the issue

• What you would like us to consider doing to resolve it

2. Haircut or Service Concerns

If your complaint relates to a haircut or barbering service, please contact us as soon as reasonably possible.

Where appropriate, we may ask you to return to the shop so we can see the haircut or service before deciding the best way to resolve the matter.

Depending on the circumstances, we may offer:

• An adjustment or correction

• A repeat or partial repeat of the service

• An alternative appointment

• A partial refund

• A full refund where appropriate

Any solution will depend on the individual circumstances.

3. Please Give Us the Opportunity to Put Things Right

If there is an issue with a haircut, we would appreciate the opportunity to inspect and, where appropriate, correct the service before further changes are made elsewhere.

If another barber or business significantly alters the haircut before we have had an opportunity to inspect it, this may make it more difficult for us to understand what went wrong or offer an appropriate correction.

This does not affect your statutory rights.

4. How We Handle Complaints

We aim to deal with complaints fairly, respectfully and without unnecessary delay.

When we receive a complaint, we may:

• Review the details provided

• Speak with the barber involved

• Check appointment information

• Ask for additional information

• Invite you back to the shop

• Consider an appropriate solution

We will always try to resolve straightforward complaints as quickly as possible.

More complicated complaints may take longer to investigate.

5. Response Times

We aim to acknowledge complaints within a reasonable period.

Where possible, we will aim to provide a full response within 14 days.

If we need longer to investigate something, we will let you know.

6. Refunds

Refunds are not automatically provided simply because a customer changes their mind about a haircut or service.

However, where there is a genuine problem with a service, we will consider the circumstances fairly.

Depending on the issue, an appropriate solution may include:

• Correcting the service

• Re-performing the service

• Providing a partial refund

• Providing a full refund

Nothing in this policy limits any rights you have under consumer law.

7. Behaviour During a Complaint

We understand that customers may be frustrated when making a complaint.

We will treat customers respectfully and ask that the same courtesy is shown to our staff.

We will not accept:

• Threatening behaviour

• Abuse

• Harassment

• Discriminatory language

• Intimidation

Where behaviour becomes threatening or abusive, we may end the conversation and require further communication to be made in writing.

8. Social Media and Online Reviews

Customers are free to leave genuine reviews and feedback.

However, if you experience a problem, we would appreciate the opportunity to resolve it directly first.

If a complaint is raised publicly through social media or an online review, we may invite the customer to contact us privately so that personal information and appointment details can be discussed confidentially.

We will not normally discuss private customer information publicly.

9. Complaints Involving Children

If a complaint relates to a child's appointment, we will normally discuss the matter with the child's parent or guardian.

We will always aim to handle children's appointments sensitively and professionally.

10. Complaints About Promotions or Offers

If your complaint relates to a promotion, discount or free haircut offer, please provide details of the offer you used.

Promotional services remain subject to the standards we apply to our normal services.

The fact that an appointment was discounted or free does not prevent you from raising a genuine concern about the service received.

11. Privacy

Information provided as part of a complaint will only be used as necessary to:

• Investigate the complaint

• Communicate with you

• Resolve the issue

• Maintain appropriate business records

Personal information will be handled in accordance with our Privacy Policy.

12. Unresolved Complaints

If you are not satisfied with our initial response, please tell us why and we will review the matter again where appropriate.

We will always try to reach a fair and reasonable outcome.

Nothing in this policy prevents a customer from exercising any legal rights available to them.

13. Contact Details

Shear Strength Barbers
Inside Total Fitness Aintree
Liverpool
L30 7PT

Telephone / Message: 07534 034939
Instagram: @shearstrengthbarbers
Website: shearstrengthbarbers.co.uk

© 2026 Shear Strength Barbers. All rights reserved.