Complaints Policy and Procedures
If you have a complaint:
What happens next?
- Our trained staff will always try and resolve your concerns there and then. However, this may not always be possible. In this instance we will take details of your complaint. This will then be escalated to our Customer Service Manager for investigation.
- Depending on the complexity of your complaint it may need to be investigated further. We may also need to speak to you regarding your concerns. We do however endeavour to acknowledge all complaints within 14 days of receipt. Should we need more time we will advise you of this.
- We will then contact you with a decision regarding your complaint.
- If you remain dissatisfied with the decision, we have reached you can escalate your appeal by email or post to the above address within 14 days. The decision will be reviewed looking at the concerns you have raised by the Managing Director and a written response will be issued to you within 14 days of the appeal.
What happens if I am still Unsatisfied?
- If the complaint remains unresolved, our Company offers An Alternative Dispute Resolution ADR). These are independent official bodies approved by the Chartered Institute of Trading Standards (CTSI). Their services are free of charge. They cover all civil disputes between a consumer and a trader where the consumer seeks monetary compensation or other relief from the trader. Full details are available from them, but it is useful to note that any complaint should be made within 6 months.
Alternative Dispute Resolution (ADR)
The Customer can contact either:
The London Arbitration Centre: Address: LAC Postal Communications Centre, 62 Tunstall Drive, Accrington, BB5 5DG, Lancashire, UK Website: www.londonarbitrationcentre.com
The Ombudsman Service Limited: Address: The Ombudsman Service Limited, 3300 Daresbury Park, Warrington, WA4 4HS, UK Website: www.ombudsman-services.org