Consumer Rights Act 2015 & ADR Regulations

Complaints & Dispute Resolution Procedure

Last Updated: August 2026

Entity: Rootli Group Ltd (Company No. 14167623, London, UK) · Governing laws: Consumer Rights Act 2015 (ss. 49, 55 & 56) · ADR Regulations 2015

Rootli Group Ltd (“Rootli”) is committed to maintaining high standards across our marketplace. This procedure applies to all Clients, Independent Specialists and Workspace Hosts. It operates alongside — and never overrides — your statutory rights under UK consumer law.

01How to Raise a Complaint

Direct specialist contact (resolution first). We encourage clients to discuss minor adjustments (finish tweaks, minor length preferences) directly with the specialist during or immediately after the appointment. Most service issues are resolved fastest at the chair.
Log a formal claim with Rootli. If direct resolution fails or is inappropriate, submit a formal claim by emailing support@rootli.co.uk within 48 hours of appointment completion.
Acknowledgment & escrow pause. Our London-based support team operates Monday–Friday, 9:00am–5:00pm BST and acknowledges claims within 24 business hours. Logging a complaint automatically places a temporary hold on payout disbursements for that booking pending review.
Neutral platform mediation. Rootli acts as an impartial mediator, reviewing evidence from both parties and issuing a written resolution decision within 7 working days.

48-Hour Evidence Submission Window

Claims must be filed within 48 hours of appointment completion and must include all three of the following:

Your booking reference number.
A detailed description of the service issue or safety concern.
Clear, timestamped photographs of the hair or scalp work in question.

02CRA 2015 Rights & What Rootli Can and Cannot Decide

Statutory Remedies — Consumer Rights Act 2015 (ss. 49, 55, 56)

Under Section 49 of the Consumer Rights Act 2015, independent specialists are legally bound to deliver services with reasonable care and skill.

Where a service falls short of that standard, your primary legal remedies under Sections 55 and 56 are repeat performance (at no extra cost) or a price reduction / refund. These statutory remedies lie directly against the independent specialist as the primary contractual service provider.

What Rootli can do. Hold Stripe escrow payouts, process full or partial deposit refunds, award non-transferable Rootli platform credits, mediate goodwill adjustments, moderate platform reviews, and suspend or terminate accounts for quality breaches.

What Rootli cannot do. Award legal damages, physically compel a specialist to redo work, act as formal legal representatives, or accept primary vicarious liability for service execution.

03Safety, Personal Injury & Insurance Claims

Emergency safety reporting. Report any allergic reaction, chemical burn, scalp damage or property injury immediately to support@rootli.co.uk — after seeking appropriate medical attention first.
Insurance detail release. Upon receipt of a verified injury claim, Rootli will immediately provide the specialist's verified Public Liability Insurance policy details so you or your legal representative can submit a direct claim to their insurer.
Safety suspensions. Specialists facing active safety or injury investigations have their Rootli profile suspended from search and bookings until clearance.

04Refunds, Chargebacks & Escrow Protection

Cancellation disputes. Disagreements regarding cancelled or late appointments are governed by our Cancellation & Deposit Policy.

Pre-Chargeback Mediation Notice

Clients agree to use Rootli's internal mediation process before filing a bank or credit card chargeback. Filing a premature chargeback during open mediation may freeze platform dispute proceedings and result in temporary account restrictions where the claim is found to be fraudulent.

05Independent Escalation & ADR Regulations 2015

If our internal mediation process does not resolve the dispute to your satisfaction:

Citizens Advice Consumer Service. You may contact the UK Citizens Advice service (0808 223 1133) for free, independent consumer advice.
Alternative Dispute Resolution (ADR). In accordance with the Alternative Dispute Resolution for Consumer Disputes Regulations 2015, if a dispute remains unresolved after internal exhaustion, Rootli will inform you whether we agree to submit the dispute to an approved certified ADR entity.
Courts of England & Wales. Nothing in this policy restricts either party's statutory right to bring a legal claim in the courts of England & Wales.

06Dispute Records & Data Retention

All complaint logs, photographic evidence and mediation correspondence are securely retained for six (6) years following resolution to satisfy UK statutory accounting, legal defence and pattern-detection requirements, handled strictly under our UK GDPR Privacy Policy.