At G&N Joinery, we strive to provide exceptional service to all our customers. However, we understand that there may be some instances where you may feel dissatisfied with our products or services. We take complaints seriously and are committed to resolving them promptly and fairly. To ensure transparency and efficiency, we have established the following complaints policy:
How to Make a Complaint:
In the first instance, please contact our team through one of the following channels:
Email: gandnjoinery@gmail.com
Phone: 01642 656727
In writing: 26 Adelaide Grove, Hartburn, Stockton on Tees, TS18 5BU
To help us investigate your complaint, we will need the following information;
Complaint Handling Procedure:
Upon receiving a complaint, we will acknowledge it promptly, typically within the first 48 hours.
We will investigate the issue thoroughly and impartially, keeping you informed of the progress along the way.
We aim to resolve complaints within a reasonable timeframe. This will be dependent on the complexity of the issue, the product or service in question, and whether or not the complaint involves a third party. We will endeavor to keep you informed at each stage with updates and estimated timeframes to resolve the issue.
If additional information or clarification is required, we may contact you for further details.
Once the complaint has been investigated, we will communicate the outcome to you in writing or via your preferred communication method.
Confidentiality:
All complaints will be handled with the utmost confidentiality and sensitivity.
Personal information provided during the complaints process will be treated in accordance with our privacy policy.
Feedback and Continuous Improvement:
We value your feedback and see complaints as an opportunity to learn and improve our services.
Your insights and suggestions will be carefully considered as we strive to enhance our processes and customer experience.
Further Assistance:
If you feel that your complaint has not been resolved satisfactorily through our internal procedures, you may seek further assistance from relevant regulatory bodies or consumer protection agencies.
Policy Review:
This complaints policy will be reviewed regularly to ensure its effectiveness and compliance with relevant regulations.
We are committed to resolving complaints fairly and transparently, and your feedback is instrumental in helping us maintain our high standards of service.
Thank you for choosing G&N Joinery.
Date of Issue: February 2024
