Customer Complaints Policy
INTRODUCTIONWe pride ourselves on customer satisfaction. However, sometimes things can go wrong and if you’re not satisfied. We want to know about it. Your feedback helps us improve our service.
The purpose of this policy is to enable customers to make complaints, enable its employees to effectively handle and resolve complaints, and to provide a process to collect, collate and retrospectively analyse complaint data to continuously improve operations.
Step 1. CONTACT US
If you’re unhappy with any aspect of the service or support you’ve had from us, then the first step is to contact our support team. We will aim to resolve most problems quickly and informally as soon as you get in touch. We can be contacted 5 days a week by phone between the hours of 9 am and 5 pm or you can email us at any time via the link below:
Email: complaints@britseo.co.uk
Online Contact Form: https://www.britseo.co.uk/contact-us/
Telephone: 01536 411182
You will receive acknowledgment of your complaint within 2 working days and a final response within 5 working days.
Step 2. ESCALATING
After completing step 1, if you are still not satisfied with the outcome you have received from our Customer Support, you can make a formal complaint in writing to a company Director. Please send the full details of your complaint, include what steps you would like us to take to resolve the issue. One of our Directors will then review your complaint and the responses from our team.
You will receive acknowledgment of your complaint within 2 working days from receipt of letter, and a final response within 5 working days.
Please send your complaint in writing to:
Customer ComplaintsFAO: Luke Thurston Unit 4, Adam Business Centre
Telford Way Industrial Estate
Kettering
Northamptonshire
NN16 8PX