Plantation Shutters Complaints Policy
Plantation Shutters aims to provide high quality products and services. We believe we achieve this most of the time, However, on rare occasions, we recognise that there may be times where our customers may not be completely satisfied.
To ensure our services remain at a high and improving standard, we have a procedure through which you can let us know if for any reason you are not satisfied with your dealings with us. We look upon complaints as an opportunity to learn, improve and provide a better service.
The policy is not designed to apportion blame, to consider the possibility of negligence or to provide compensation.
Our Commitment
Plantation Shutters expect all our staff to treat other people with respect and try to resolve issues as they arise. If this is not possible or the customer is not satisfied, our team will assist those who wish to raise the matter more formally by directing them to the complaints procedure and providing contact details for the appointed member of staff responsible for complaint handling.
It is our aim to ensure that our customers feel confident that their complaints are listened to and that all matters raised are acted upon promptly and fairly.
Complaints Procedure
If you are unhappy about any of our service, please speak to the relevant team member.
If you feel this is difficult, inappropriate or you are not satisfied, you will need to raise the matter more formally by contacting us;
General Manager
Plantation Shutters Ltd
Unit 10, River Reach,
1 Gartons Way,
London
SW11 3SX
020 8871 9222
complaints@plantation-shutters.co.uk
We intend to respond appropriately and in a timely manner to issues raised by those making complaints.
Complaints Process
Once your written complaint is received, we will:
- acknowledge all written complaints within [1] business day and where, possible will provide you with a date to remedy any issues raised.
- appoint a member or members of staff within our company to act as a point of contact, to whom all complaints details should be sent;
- provide a dedicated member of staff who has the authority to resolve a complaint;
To help us, we would request that complainant/customer will:
- register their complaint in writing as soon as practicable;
- explain the problem as clearly and fully as possible;
- provide any evidence; and
- allow us reasonable time to investigate the matter.
Resolution
We believe that complaints, if dealt with early, openly and honestly, can be resolved and provide us with information that can be used to make improvements to our products, services, staff training and complaint handling, increase customer confidence in our products, services and processes.
In the unlikely event where we cannot resolve a complaints using our own complaints procedure and both parties agree a ‘deadlock’ has been reached, you can then refer the matter to the British Blind and Shutter Association’s (BBSA) Mediation Service or Alternative Dispute Resolution (ADR) provider.
