Privacy Policy

Company: NACRE HAIR AND BEAUTY LTD ("We", "Us", "Our")

Company Number: 14131005 Address: Unit U3 Central Avenue Mall, Spytty Road, Newport, Wales, NP19 4TX

At NACRE HAIR AND BEAUTY LTD, we strive to provide an exceptional service and a luxurious experience for every client. We recognise, however, that sometimes things can go wrong. If you are not completely satisfied with your experience, we want to hear about it so we can put it right.

Our Promise

• We will treat all complaints seriously and handle them with sensitivity and confidentiality.

• We will investigate all complaints thoroughly and impartially.

• We will aim to resolve complaints promptly and provide a satisfactory outcome where possible.

How to Make a Complaint

Step 1: Immediate Resolution If you are unhappy with your service, please raise your concern with the stylist/therapist or the Salon Manager at the time of your appointment. We will always try our best to resolve the issue for you immediately.

Step 2: Formal Complaint If you are unable to resolve the issue in the salon, or wish to make a formal complaint later, please do so in writing within 7 days of your appointment. This allows us to investigate fully.

Please email your complaint to hello@nacrebeauty.co.uk or post it to: The Salon Manager NACRE HAIR AND BEAUTY LTD Unit U3 Central Avenue Mall, Spytty Road, Newport, Wales, NP19 4TX

Please include the following information:

• Your full name and contact details.

• The date and time of your appointment.

• The name of the stylist/therapist, if known.

• A clear description of your complaint.

• Your desired outcome (e.g., a correction of the service, a refund).

What Happens Next

1. We will acknowledge receipt of your written complaint within 3 working days.

2. We will conduct a full investigation, which may include speaking with the staff member involved.

3. We aim to provide a full response and proposed resolution within 14 working days of acknowledging your complaint.

We value your feedback as it helps us to improve our services.

Last Reviewed: 20th October 2025