Customer Concerns

Complaints Policy and Handling Procedure

IF YOU NEED TO MAKE A COMPLAINT

Step-by-step complaints procedure

If you’re not completely happy with our service/products we’d like to hear about it so we can do something to put it right. We do everything we can to make sure our customers get the best products and services possible. However, sometimes we may not get things right the first time.

When that happens, we want you to tell us what went wrong so we can put matters right. We want to:

  • - Make it easy for you to tell us what went wrong.

  • - Give your complaint the attention it deserves

  • - Resolve your complaint fairly without delay

  • - Make sure you are satisfied with how your complaint was resolved.

How and where to complain

If you are not satisfied with any aspect of our service or products you can tell us about your complaint in the following ways:

  • Telephone – call us on 03332 249 531 during our office hours 9-5 Monday-Friday.

  • We will send you a complaint form via email and after filling it out you can send it back.

  • Email – use the email address shown.

How long will it take?

We aim to resolve your complaint straight away but if we can’t, then we will write to you within three business days.

Complaints Handling Procedure

We will aim to resolve your complaint quickly but it may take longer if it is complex. We will keep you informed on a regular basis but if you need an update please call us on 03332 249531 and ask to speak to the person handling your complaint.

If we cannot reach an agreement with you

If we can’t agree a solution with you within eight weeks, we will:

  • - Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision.

  • - Issue our final decision letter which will explain our final position.

Tel:03332249 531

Email address:exclusivelyuniquecomplaints@gmail.com

Web: www.exclusivelyunique.co.uk

Company Registration No: 11421550