OUR CUSTOMER CHARTER

We always aim to deliver our salon ethos of ‘Exceptional as Standard’ and our Customer Charter is testament to this.

  • Detailed Consultations

    If we don’t carry out a full consultation prior to and post-cutting, beauty, colour or technical service, not only will our Salon Manager Gavin give you a glass of our house champagne (or your favourite alternative tipple) with our compliments, but we’ll also give you 10% off your next appointment bill with the team member concerned. It’s also our policy to conduct a Hair/Colour/Beauty MOT every third visit for existing clients, so the same applies if this doesn’t happen!

  • Expert Advice

    If we don’t carry out a complimentary, detailed analysis of your hair/skin/nails during your visit and prescribe treatments and services, as well as giving you bespoke product recommendations, we will give you a free hair, nail, hand or foot care product with our compliments.

  • Re-Do, Not Refund Policy

    It is our policy not to offer refunds on services at the salon but we guarantee that we will do whatever it takes to get our clients to where they want to be if not totally satisfied after their visit, with any necessary follow-up corrective treatments and services delivered with our compliments within 2 weeks of the original service. Clients have 7 days from service completion to report a colour, technical or service issue.

  • Re-Book Discount

    Upon request, if you come in for a repeat service within 6 weeks we will discount that same service by 15%, and if you come in for a repeat service within 8 weeks, we will discount that same service by 10%.

  • Rewarding Loyalty

    Upon request, if you purchase 3 products that we have recommended we will take £5 off your retail product bill the next time you visit us.

  • Birthdays

    Come and see us on your birthday and we will give you a complimentary glass of fizz to celebrate your special day.

  • Price Match

    When you buy any retail products we will always endeavour to price match if we can (in-salon purchases only).

  • RUNNING LATE

    We allow a 15 minute grace period for all bookings. If you are late for your appointment, your operator will do as much of the scheduled service as they can in the time remaining but you will be charged in full for the service that you booked. If we are running late (over 30 minutes), we will do our very best to make it up to you by offering you either a complimentary Kerastase Fusio Dose Treatment or if you are visiting our Metrospa, providing complimentary refreshments while you are waiting.

  • Salon Etiquette

    In the interest of providing a tranquil environment, please be aware that mobile phones must be on silent and voice calls should not be taken in the Metrospa or other relaxation areas. Please respect the privacy of other clients at all times. Your operator may instruct you to remove headphones during treatment. To carry out your booked services we may require you to limit multi-tasking with laptops, phones, etc.

If Something goes wrong…

Our Client Recovery service is how we restore your faith in our team when things (very!) occasionally go awry. We only ever want our clients to have happy hair/skin/nails, and we will work with you to get things resolved as quickly as possible. Clients have 7 days from service completion to report a colour, technical or service issue.

There are different options to make this process a comfortable one for you to follow but all of them involving talking to us as soon as possible – as that’s the only way we can sort anything out! We urge all of our clients never to leave the salon feeling unhappy without pointing it out to us. We can pretty much guarantee that if you ever read a genuine less than satisfactory review online, we (frustratingly!) didn’t get the chance to make amends. We want your feedback (good or bad) to help us make our experience even better. If things aren’t right:

  • Talk to the stylist, colour technician, beauty therapist or nail technician who carried out your service as they will know best how to move you forward to get your happy factor restored.

  • If you feel more comfortable, talk to our reception team and let them guide you to the right people to help resolve things – ideally before you leave. With such a large team we can guarantee that we can get you happy if we didn’t find the ideal operator for your needs first time around.  Each of our departments have a designated manager/supervisor who can help rectify any issues you may have or point you in the direction of an alternative team member.

  • Talk to or email our Salon Manager Gavin (0207 730 1222 or gavin@richardward.com) who can handle things for you quickly and discreetly.

It is always our policy that you come back in to the salon as soon as possible to see the Managing Director, Hellen Ward and any salon experts relevant to the service concerned to assess any issues, remedy any concerns and plan any course of corrective treatment.

We will always offer the relevant complimentary tweaking appointments but, understandably it’s imperative that we schedule any bookings in as soon as possible after the visit concerned. If you are unable to come back in a timely manner, any follow-up complimentary services are at the sole discretion of the Managing Director.
We will conduct a follow-up team meeting post your re-visit to find out what went wrong so we can learn from any mistakes for the future (anonymously if it makes you feel more comfortable).
You will receive a follow-up call or email from Gavin, our Salon Manager to make sure we have handled your issues correctly and restored your faith in our team.

Happiness Guaranteed

All of the above will hopefully leave you feeling that hair and beauty heaven is guaranteed; that is our promise to you.