Complaint Procedure

Definition of Key Terms

  • Complaint: Any expression of dissatisfaction about Phone Shop UK’s action or service.
  • Complainant: The individual making a complaint.
  • Staff: Employees of Phone Shop UK.

Policy Scope:

Phone Shop UK is committed to delivering excellent customer service. We encourage feedback and complaints. We aim to resolve complaints quickly and effectively. This policy may work alongside other procedures based on the nature of the complaint. It does not apply to staff grievances.

Policy Requirements:

  1. Complaints should be addressed to Wayne at Phone Shop UK.
  2. We aim to resolve complaints at the first point of contact.
  3. Unresolved complaints can be sent in writing to Wayne.
  4. Complaints will be dealt with in writing, via email or post.
  5. Wayne should be contacted through sales@phonesfromhome.co.uk or the official Facebook page.
  6. We will respond within 24 hours and aim to resolve complaints within five weeks.
  7. The complainant must specify if they wish to keep their complaint confidential.
  8. If the complainant refuses to share personal details, we may not take further action, depending on the complaint.

Receipt of the Complaint:

  • We will acknowledge receipt of the complaint within five working days.
  • If confidentiality is requested, we will acknowledge this.

Investigating the Complaint:

  • We will investigate the complaint using relevant evidence.
  • One verbal representation is allowed if requested, but this may extend the process.
  • Verbal representation consists of a telephone call for clarification.
  • Abuse of staff during representation will terminate the process.

The Decision of the Complaint:

  • We will inform the complainant of the decision within the specified timeframes.
  • Reasons for the decision and actions taken will be provided.
  • Our decision is based on our terms and conditions.
  • If upheld, a mutually agreeable resolution will be offered.
  • Failure to adhere to terms and conditions renders the complaint void.
  • We do not accept liability for third-party losses resulting from a complaint.
  • All decisions by Phone Shop UK are final.

Associated Legislation:

Phone Shop UK adheres to the Warranty Guarantee and relevant consumer rights legislation, such as the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, based on the law applicable at the time of purchase or sale.This policy is effective in resolving complaints and ensuring customer satisfaction while upholding relevant legislation and company standards.

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