customer complaints policy
we take complaints seriously
The company is dedicated to providing excellent customer service and maintaining a healthy and professional customer relationship at all levels. We have a Complaint Policy to ensure all complaints are handled as efficiently and effectively as possible.
As a customer of ours, you are entitled to make a complaint to us. The following outlines our policy and procedures for the handling of verbal and written complaints.
We want to resolve your complaint as soon as possible and would encourage you in the first instance to call us so that we can attempt to resolve your issue in minimal time. If you would prefer to put your complaint in writing you may do so by emailing us at firstname.lastname@example.org or sending to our address at Fairway House, Links Business Park, St Mellons, Cardiff, CF3 0LT.
To provide an efficient, fair and structured mechanism for handling complaints;
To keep our customers informed as to the progress of their complaint and the expected time frame
handling your complaint
Upon receiving a complaint, we will acknowledge your issue via telephone or in writing within 2 business days;
Our aim is to resolve complaints in a timely manner and we will generally resolve a matter within 14 calendar days;
Complex complaints may take longer than 14 calendar days to resolve. In these cases we will regularly update you on the progress and likely timeframe for resolution;
We will advise you of the outcome of your complaint and where you have requested us to do so we will advise you in writing.
issued september 2019