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Every Monday, we answer your financial concerns or consumer disputes. WhatsApp us yours here. Today’s question is…

I just moved to Norwich for work and went to a new hairdresser. I was with the last one for years. The hairdresser didn’t listen, cut too much on the sides, I look like my teenage son. My only option is to shave it all off, which, as silly as it sounds, is stressing me out. I just walked away without saying anything. What can I do or could I do?

Tim (originally from Skegness)

Thanks for asking Tim, your problem is a problem.

We must begin by acknowledging that hairdressing can be difficult when disputes arise because there is no written contract, so it can be difficult to prove what was proposed and agreed. The best advice is to be as specific and clear as possible. If you are visiting a new hair salon for the first time, we advise you to take a photo of your previous haircut for illustration.

When things go wrong, all the services we pay for are protected by law – a haircut is no different.

Lots of answers to questions we get Problems with money start with the Consumer Rights Act 2015. It says services must be provided with “reasonable care and skill or as agreed”.

If not, the service provider must remedy the situation within a reasonable time and at its own expense.

If this is not possible, you must receive a full or partial refund within 14 days of reaching an agreement with the service provider.

The National Barber Federation (NHBF) offers some advice on this…

Complain to the salon, hairdresser or independent contractor. The best option is to complain while you are still in the salon or hairdresser. Otherwise, return as soon as possible after your appointment.

It’s important that you do this before going elsewhere to have the cut fixed – this can make it difficult to argue your case as evidence may be required.

The NHBF says: “Ask to speak to the complaints officer in private and calmly explain why you are unhappy.

“A salon, hair salon, or independent contractor that has a reputation will want to clean it up.”

You should make your complaint politely and calmly, as you are likely to be heard.

The public council advises that you start by offering a compensation amount and explaining why you think it’s reasonable, and then take it from there.

At this stage, if you feel that compensation is appropriate, for suffering or inconvenience, you can raise it.

If you don’t like the confrontation, you can file a complaint in writing.

If a solution cannot be found, your next step may be alternative dispute resolution.

The salon, hair salon, or independent contractor is required by law to tell you how to find a certified Alternative Dispute Resolution (ADR) service.

Be careful, here you are relying on the willingness of the service provider to participate, and they can withdraw at any time.

You mentioned that you left the store without saying anything, but that shouldn’t prevent ADR – you have 12 months to make a claim after the service provider tells you they can’t resolve the complaint (or within eight weeks of your complaint , if they just don’t answer).

It is important to try this route before any legal action – the courts want to see evidence of this.

If all else fails, you can take your case to the Small Claims Court if it was England or follow a simple procedure in Scotland. Details of the process in Northern Ireland can be found here here.

The statute of limitations is six years in England, Wales and Northern Ireland and five years in Scotland.

This feature is not intended as financial advice – the aim is to give an overview of things you should think about. Submit your dilemma or consumer dispute via:

WhatsApp us here
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Email [email protected] with the subject “Money blog”