If you are not happy with our services, please follow our step-by-step instructions below

  • How do I make a complaint? 

Please request for a complaint form from us. You can collect a hard copy from our salon, or request a copy to be emailed to you. 

You can make the initial complaint by contacting us by any of the following means:

•           In writing addressed to: Store Manager, Le Lotus, 12 St Peter’s Street, Canterbury, Kent CT1 2At

•           By e-mail addressed to:

•           By telephone on: 01227 907467

•           By coming to the salon by appointment. Please phone us in advance to arrange a mutual convenient time.

  • Acknowledging your complaint 

We will acknowledge your complaint within 5 working days once we received it.

If you have made your complaint to us verbally, we will confirm to you our understanding of this and ask you to advise us if you do not agree.

We will ask you to fill the Complaint form with your full details. If you refuse to give us this information, we will not be able to deal with your complaint.

  • Investigating your complaint

Your complaint will be investigated by a manager/ director who is not directly or indirectly the subject matter of the complaint.

In order to reach a fair conclusion, we will review the relevant information available to us, which will include all records on our files along with a report from the individual to whom the complaint relates.

We will endeavour to complete our investigation and reach a conclusion as soon as is possible. The length of time this will take will be determined by the complexity of the complaint and the extent of the investigation required. But we will try our best to resolve the complaint within 8 weeks.

  • Providing our final response 

Once we have completed our investigation we will write or inform you, setting out the results of this and explain our conclusion.

If having received our final response you do not agree with some or all of our conclusions then you may contact us further, by any of the means described above, in order that we can review our investigation in light of your further comments.

  • What is your refund policy? 

We do not issue cash refund. No cash refunds will be given after you have left the salon.

As soon as you have walked out the salon door that means you have accepted and are happy with the service provided to your nails.

If you are not happy with your nails, please make us aware of it before you pay. We will adjust them to your satisfaction or remove any enhancements or coatings that have been applied. No refund will be given because you have simply changed your mind. We will re do any service at no cost to you provided that you tell us immediately after we have performed the service that you are unhappy with the quality of the work. If you are still not happy after we fixed your nails and request the refund, then you have to go through our Customer Complaint Procedure by writing to us, state the reason of your unsatisfied after we re did your nails, the photo of the evidence of the nails that were fixed by us.

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