Complaint Policy

Our priority is for you to be completely satisfied with the service you receive from us. We run a professional business so we aim for the highest standards in everything we do. Complaints are rare but we take them seriously, so we have a complaints policy and process we follow to make sure things are put right where needed and we learn from your feedback.

Post: Tans & Hands, 149 Crwys Road, Cardiff, CF24 4NH

Complaints must be received in writing for recording purposes. Please provide us with your name and contact details along with details of the complaint. All complaints are to be addressed to the Salon Manager. A written response will be made within 3 working days. We aim to resolve all complaints within 8 weeks.

If you have already left the salon, please don’t go to another salon or attempt to adjust the issue yourself as we have the right to see exactly what the service or treatment you received from us looks like. We will arrange a suitable time for you to come back into our salon and discuss your complaint in private.

Where we think your complaint is reasonable, we will redo the part or all of the service or treatment again as soon as possible, free of charge. The work will be done by a different therapist if you prefer, diary permitting. We will forward complaints received in respect of products or equipment.


Anonymous requests will be acted upon, however it is better to provide contact details so that you can be informed of the outcome. We aim to deal with all complaints fairly and honestly however we will also ensure that we do not suffer detriment from persons making aggressive or obsessive complaints. 

If, after following our complaints policy we still can’t agree on how to resolve the complaint, as required by the Consumer Rights Act 2015 we will refer you to a certified alternative dispute resolution provider, Small Claims Mediator Ltd. They are mediators, an independent third party which listens to both sides and helps us both work towards a fair and reasonable compromise which, if agreed, becomes legally binding. It is a cheaper alternative for you than taking legal action. We will participate in a one hour session at a mutually convenient time to be agreed with Small Claims Mediation Ltd. Please note there is a charge of £50 + VAT for the salon and £50 + VAT for you as the client.

Small Claims Mediation Ltd can be contacted by:
Phone: 01162 848100