Complaints procedure

Updated 17 January 2024

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If you do have a complaint about our company we want to hear about it and we will do our best to put it right. Our customer complaints procedure has the following goals:

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• To deal with complaints fairly, efficiently and effectively;

• To ensure that all complaints are handled in a consistent manner throughout;

• To increase customer satisfaction;

• To use complaints constructively in the planning and improvement of all our products and services:

• Ultimately, to ensure customers are left with a positive view of the company and would be happy to make another purchase from us in future.

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HOW TO COMPLAIN

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We would like to sort out any complaint as soon as possible. Most complaints can be resolved informally. In the first instance contact us by completing our webform and we will try to sort the matter out. We would strongly advise you to do this if the matter is urgent and where any delay could lead to damage of your property. If you make contact by phone, make a note of the name of the person you speak to. If a solution is offered at this point, make a note of this as well.

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If you are not satisfied or do not wish to resolve matters informally, you may pursue a formal complaint. All formal complaints are dealt with in writing only so there is a full record of the matter.

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Please provide us with as much detail as possible to help us assess your complaint including what outcome you are looking for. This will save us time and help us to resolve your complaint as quickly as possible.

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WHAT HAPPENS NEXT?

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We will provide acknowledgement of your complaint within 5 working days of receipt. You may be contacted to make sure that we have understood your complaint properly or to clarify any issue.

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Our team will investigate the matter thoroughly and may engage in written correspondence with you throughout the investigation process.

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We will endeavour to resolve your complaint within 14 days of receipt, although most complaints will usually be resolved much quicker.

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If we cannot resolve all aspects of your complaint, our final response will confirm you can contact our alternative dispute resolution (ADR) body to take your complaint further if you wish.

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In all cases, a complaint will be given full and fair consideration.

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CAN YOU TAKE YOUR COMPLAINT ELSEWHERE?

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Yes. You can seek independent advice on your legal rights at any time in this process or contact the Citizens Advice Consumer Service below. However, we believe we can work out any problems with you directly without causing you any inconvenience.

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If you are not entirely happy after receiving our final response then you are still entitled to contact the Citizens Advice Consumer Service or the ADR provider we advise you of.

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Citizens Advice Consumer Service - Tel: 03454 040506