COMPLAINT PROCEDURE:

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, resepcted 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 bought to the attention of Ben Hinchliffe.

A record will be made of the complaint and Ben Hinchliffe will, with the assistance of any other relevant member of staff, address and resolve the problem, completing the complaints log at that time.

A written acknowledgement of the receipt of the complaint will be sent to the customer within 3 working days, then a full response as soon as is practicably possible following the investigation process.

A record will be kept of all complaints which will include full details of the investigation and any action taken.

The following information will be recorded:

- The complaint number

- Name and address of the complaint/customer

- Date of the receipt of complaint and acknowledgement date

- Details of the complaint

- Details of action taken with dates and by whom

If the complaint is not satisfied with the resolution offered, they will be advised to put the complaint in writing to Trading Standards, Civic Centre PLYMOUTH PL1 2AA