Every Monday in our Money blog, we answer questions about your financial problems or consumer disputes. This week, a reader asked what rights they had after a bad haircut.
Reader Tim asked: “I’ve just moved to Norwich for work and went to a new barber. The barber didn’t listen and cut way too much at the sides. I look like my teenage son.
“My only option is to shave it all off which, as stupid as it sounds, is causing me stress. I just left without saying anything. What can I do, or could I have done?”
Thanks for the question, Tim – your problem is a relatable one.
We should start with a recognition that hairdressing can be tricky when disputes arise as there’s no written contract – so it can be hard to prove what had been asked for and agreed.
The best advice is to be as specific and clear as possible. If you’re visiting a new hairdresser for the first time, it is a good idea to take photos of your previous cut for illustrative purposes.
When things do go wrong, there are legal protections in place for all services we pay for – a haircut is no different.
Lots of the answers to questions we get for Money Problems start with the Consumer Rights Act 2015. This says services should be provided with “reasonable care and skill or as agreed”.
If they are not, the service provider must put things right within a reasonable time and at their own cost.
If this isn’t possible, you should get a full or partial refund within 14 days of reaching an agreement on this matter with the service provider.
The National Hairdressers’ Federation (NHBF) offers some advice on how to go about this: “Complain to the salon, barbershop or independent contractor. The best option is to complain while you are still in the salon or barbershop. Otherwise, go back as soon as possible after your appointment.”
It’s important you do this before going somewhere else to get the cut fixed – this could make it difficult to argue your case as evidence may be required.
The NHBF says: “Ask to speak privately to the person who deals with complaints and explain calmly why you are not happy.
“A reputable salon, barbershop or independent contractor will be keen to put things right.”
You should raise a complaint politely and in a calm manner as you’re more likely to be heard.
Citizens Advice advises you start by suggesting a refund figure and explaining why you think it’s reasonable, then take it from there.
At this stage, if you feel compensation is appropriate, for distress or inconvenience, you can raise it.
If you don’t like confrontation, you could put your complaint in writing.
If a resolution cannot be found, your next step might be alternative dispute resolution.
Read more Money Problems:
‘Someone was killed in my house – do I need to tell buyers?’
‘Should I top up my national insurance and could it really get me £6,000 extra?’
‘My employer rejected my request for flexible work after maternity leave – what are my rights?’
The salon, barbershop or independent contractor is legally obliged to tell you how to find a certified alternative dispute resolution (ADR) service.
You should beware, you’re reliant here on the service provider being willing to take part – and they could drop out at any point.
You mentioned you left the shop without saying anything but that shouldn’t stand in the way of ADR – you have 12 months to apply after the service provider has told you they cannot resolve the complaint (or within eight weeks of your complaint if they just don’t reply).
It’s important to try this avenue before any legal action – courts like to see evidence of this.
If all else fails, you could take your case to the small claims court if it was England, or follow simple procedure in Scotland. Details of the process in Northern Ireland can be found here.
The time limit for legal action is six years in England, Wales and Northern Ireland, and five in Scotland.
This feature is not intended as financial advice – the aim is to give an overview of the things you should think about. Submit your dilemma or consumer dispute via:
- WhatsApp us here
- Email news@skynews.com with the subject line “Money blog”