Complaints Procedure

Our Complaints Policy

 

We are committed to providing a high-quality service and reliable goods to all our customers.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

 

We are committed to ensuring that complaints will be investigated quickly, fully and fairly. Our customers must be confident that we take complaints seriously and feel that they are able to make a complaint with ease and that during any investigation, our customers are listened to, respected and kept informed at all times. Any deficiency in our working practices found following the investigation of a complaint will be acted upon as soon as possible.

 

The majority of matters can be dealt with as they arise by the staff concerned. However, where a complaint is not resolved in this way the matter will be brought to the attention of Nathan Hopper, Director.

 

A record will be made of the complaint and Nathan Hopper will, with the assistance of any other relevant member of staff, address and resolve the problem, completing the Customer Complaints Report Form at that time.

 

How Do I Make A Complaint?

  • Via email at coffee@simplykitchensuk.com .

  • By post to Simply Kitchens UK Ltd, Unit C1-5 Tamerton Road Business Park, Haxter Wood Chase, Roborough, Plymouth, PL6 7FR. Please retain Proof of Posting.

 

What will happen next?

 

1.You will be asked to provide your name and contact details along with a detailed account of the complaint including relevant dates and communications if applicable.

 

2.Your complaint will be passed to a relevant party to investigate.

 

3.Details of your complaint, all actions taken to resolve the complaint and any further communications with you will be logged for our records.

 

4.Progress of your complaint will be communicated to you verbally or via email, including any delays we are experiencing during our investigations.

 

5.We aim to issue a full response to your complaint including any solutions within 10 working days.

 

6.At this stage, if you are still not satisfied, you should contact us again and we will arrange to review the decision.

 

7.We will advise you within 14 days of your request for a review, confirming our final position on your complaint and explaining our reasons.

 

If you are still not satisfied with the resolution offered you will receive a letter from us stating your next course of action should you wish to pursue it.