This policy explains how, you, the customer can raise a complaint as well as how we will handle the complaint.
Providing the best quality customer service is at the heart of our business. However, we do understand that we do not always get it right, and so it is important to us that you can bring complaints to us and they can be dealt with appropriately.
How to Make a Complaint
If you would like to make a complaint, you can do so by emailing the manager at the following email address: email@example.com
In your email, please include the following information:
What to Expect
Complaints will be looked at and dealt with during our business hours which are:
Monday, Tuesday, Thursday and Saturday: 10:00-17:30
Wednesday and Friday: 10:00-21:30
Complaints will be dealt with by our manager. In the instance that the manager receives your complaint and it is not appropriate for them to deal with it, it will be forwarded on and dealt with by the business owner.
Please note that whilst we aim to acknowledge your complaint within 48 hours of receiving it, there may be occasions where the time frame is slightly longer in the instance of staff holiday or sickness.
Our manager will then conduct a thorough investigation into your complaint. Please be understanding that they may need to contact you in order to obtain more information in order to carry out their investigation.
A response to your complaint will be made to you according to the contact details that you have provided us with.
A response will, in most cases, be with you within 14 days of your complaint being made. If further investigation is required or there is a delay due to staff sickness or staff holiday, a revised time frame will be provided to you.
Our manager may agree with part or all of your complaint. If this is the case, we will aim to offer a satisfactory resolution to the complaint, which may include the following:
We will offer the solution that we believe is the most appropriate in the circumstances. The above are examples of what we would usually offer, although there may be exceptional circumstances where those are not appropriate and we offer something else.
If our manager does not agree with your grounds of complaint, the complaint will be raised with our business owner. If the business owner also does not agree with your grounds of complaint, you may raise your complaint externally, using the information below.
We always wish to resolve any complaints at the lowest possible level. However, if none of the above resolve the complaint for you, you may wish to obtain legal advice.
We work with Eurolaw Commercial Legal on telephone number 0345 878 5024 for legal issues affecting our business.
Information about your legal rights as a consumer can be found on the Citizens Advice Bureau website.
Once ordered, you will receive an email when your order is ready to collect/has been dispatched. Dismiss