Customer Charter

Our Promise To You

Whilst we are committed to providing a quality service, we acknowledge that on occasions things can go wrong. If we do not meet your expectations and you are dissatisfied in some way, then we wish to know.

How To Make A Complaint

In the first instance, we would encourage you to discuss any problems verbally and informally with the company. If this office is the source of your complaint, staff here should be able to help quickly and answer any questions you may have. If this does not resolve your concerns, then the Company’s formal procedure can be invoked.

Email us [email protected]

Three Stage Complaint Procedure

We have adopted a formal three stage procedure to ensure that any complaint is dealt with fairly and that anyone with a grievance is aware of the procedure to follow, thus avoiding any additional frustration. Details of the appropriate persons nominated to deal with each stage of your complaint are shown below.

Stage 1 - Customer Service

If the verbal and informal approach does not satisfactorily deal with your concerns, we ask that you put your complaint in writing or email to the Customer Services team.

We advise you to keep copies of all correspondence sent to us and notes of any conversations or telephone calls. (us). This service is free of charge.

In order that we can help resolve your concern as quickly and efficiently as possible, we ask you to provide the following information when detailing your complaint to us:

Your name, address email address and a daytime telephone number on which you can be contacted.

The name and office or store location of the individual within the company with whom you have been dealing.

A clear description of your complaint, giving concise details of what you believe has gone wrong.

Details of what you would wish to be put right.

Your letter will be acknowledged within 7 working days of receipt and you will be advised of the timescale for sending a full reply, which will usually be within 28 working days. An internal investigation into your complaint will be undertaken and, following completion of the same, you will be provided with a full response with details of what actions we have taken or will take. It is hoped that this response will resolve the matter to your complete satisfaction.

Stage 2 - Customer Service Manager

Stage 3 - What can I do if I'm still not satisfied

If you remain dissatisfied with our final response, you may then refer your complaint to the Retail Ombudsman. You should do this within six months of the date of our response.

Please note The Retail Ombudsman is unable to deal with your complaint unless you have given us the opportunity to put things right first. Then Retail Ombudsman is an independent service for resolving disputes between consumers (you) and the retailer (us). This service is free of charge.