Effective Date: 14.08.2024
At Pickguard.co.uk, we strive to provide excellent products and services to our customers. We take all complaints seriously and are committed to resolving any issues promptly and fairly. This Complaints Policy outlines our procedures for handling complaints and our commitment to customer satisfaction.
If you have a complaint about our products, services, or any aspect of your experience with us, you can submit your complaint in writing via email, mail, or through our website contact form. Please provide as much detail as possible, including your contact information and any relevant documentation or evidence to support your complaint.
Upon receiving your complaint, we will acknowledge receipt within 10 business days and provide you with a reference number for tracking purposes. Our team will thoroughly investigate your complaint and endeavour to provide a resolution as quickly as possible.
We aim to resolve complaints within a reasonable timeframe, typically within [20] business days from the date of receipt. If additional time is required to investigate complex issues, we will keep you informed of the progress and expected timeline for resolution.
Once a resolution has been reached, we will communicate our findings and proposed solution to you in writing. If you are satisfied with the proposed resolution, we will implement it promptly. If you are not satisfied, you may request further review or escalate your complaint through our designated escalation process.
If you are dissatisfied with the initial response to your complaint or the proposed resolution, you may request escalation to a higher level of management or seek independent mediation. We will provide you with information on how to escalate your complaint and ensure that it is reviewed by an appropriate authority within our organisation.
We treat all complaints with the utmost confidentiality and respect for your privacy. We will only disclose information related to your complaint to individuals directly involved in the investigation and resolution process. Any personal information provided in connection with your complaint will be handled in accordance with our Privacy Policy.
We value your feedback and use complaints as an opportunity to identify areas for improvement and enhance the quality of our products and services. Your input is essential to our ongoing efforts to meet and exceed customer expectations.
If you have a complaint or require further assistance, please contact us at luke@pickguard.co.uk. Our customer service team is available to assist you and address any concerns you may have.
Thank you for choosing Pickguard.co.uk. We are committed to resolving your complaints promptly and ensuring your satisfaction with our products and services.
By submitting a complaint to us, you agree to the terms of this Complaints Policy. If you do not agree with the terms of this Complaints Policy, please refrain from submitting a complaint.