Complaints Policy

We’re proud of our reputation for delivering great service. However, we recognise that occasionally things can go wrong, and we believe it’s important for your peace of mind that a clear procedure is in place for the occasions when it’s needed.

If you want to raise a complaint

Please tell us as soon as possible to help us understand the issue.
Contact us via our Help Centre or write to us at Cloud Nine Hair, A2 Hornbeam Square West, Hornbeam Park, Harrogate, HG2 8PA.
Please give us as much detail as possible on what the issue is. We will aim to come back to you as soon as we can.

It’s important to us that we fully understand your issue. So please provide us with:
• Your name and address
• Your email address
• Your order number or serial number
• Details of your complaint

If we can resolve complaints quickly, we will. However, sometimes a bit more work is required to help us understand the issue before we can fix it, so in these cases we will write or email you within 5 working days from when you first submitted your complaint, confirming:

• The nature of your complaint so we can check we understood it correctly.
• A unique case reference number which we will give to you.
• The name and contact information of the person who will be working to resolve your complaint.

It’s important to us that we fully investigate your complaint and do this thoroughly.
This can take time and we may need further information, so we will keep you fully informed with progress throughout. This may take up to 8 weeks to do.

We will contact you to propose a solution

We prefer to discuss proposed solutions by phone or email and try to come to an agreement where this is possible. We will send you a Final Response Letter which will explain our response to your complaint.

What you can do if you are not happy with our response or if we take longer than 8 weeks

We aim to resolve all complaints fairly and within 8 weeks. However, if you’re dissatisfied with our answer in our Final Response Letter, you have the right to refer your complaint on.

If your complaint is about a Product, then you can go toTrading Standards.

If your complaint is about the subscription of our Products then you can contact the Financial Ombudsman Service, free of charge, but you must do so within six months of the date of the Final Response Letter.

You can contact the Financial Ombudsman using the details below:
Phone: 0800 0 234 567 (free from UK landlines and mobiles)
Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR