Complaints Procedure
All customer complaints will be recorded and an initial response will be made to any customer complaint within 5 working days. If it is not possible to resolve the complaint within one month of receipt, the customer will be given a written explanation by us detailing why the complaint has not been resolved and what steps are being taken. In the case of an unjustified complaint this will take the form of a full written explanation from a business viewpoint.
In exceptional circumstances where it has not been possible to resolve a complaint we may refer you to trading standards to help reach a resolution.
If a satisfactory conclusion still cannot be reached, the agreement of the customer and ourselves will be sought for the use of a mutually acceptable arbitration scheme, e.g. trade association or other arbitration scheme, or the small claims court service. We will accept the result of any arbitration.
|
