Customer Complaints Procedure
1.Introduction
At K9 Supplies Southwest Ltd, customer satisfaction is our top priority. We believe that feedback and complaints give us valuable opportunities to improve our products and services. Every complaint is taken seriously and handled professionally, fairly, and promptly. We are committed to resolving issues in an impartial and courteous manner, ensuring that every customer is treated with respect. These complaints procedure outlines how you can raise a concern and how we will address it, in accordance with UK consumer rights standards and our commitment to excellent service. It does not affect your statutory rights under consumer law.
2.How to Submit a Complaint
If you are unhappy with any aspect of our products or service, please let us know. We offer several channels to submit a complaint for your convenience:
By Phone: Call our customer service team at 07960 641469 (Monday-Friday, 9:00am-5:00pm). A staff member will record your complaint and, if possible, attempt to resolve it immediately or advise on next steps.
By Email: Send an email to k9suppliessouthwest@gmail.com. Please include 'Complaint' in the subject line.
By Post: Write to us at Customer Services, K9 Supplies Southwest Ltd, Oakacre, Hewish, Weston Super Mare, BS24 6SE.
In Person: If we have a physical store or office location, you may also speak to a manager or staff member in person.
3.Complaints Handling Process
We have a structured process to ensure every complaint is addressed promptly and fairly:
Acknowledgement: We will acknowledge receipt of your complaint within 2 working days.
Investigation: Your complaint will be assigned to an appropriate team member for investigation.
Keeping You Informed: If your complaint requires more than 5 working days to resolve, we will keep you updated.
Resolution and Response: We aim to resolve complaints within 10-14 days. If further investigation is needed, it may take up to 28 days.
Outcome and Decision: We will send you a formal response with our findings and any corrective action taken.
4.Escalation Procedure
If you are not satisfied with our response, you may escalate your complaint:
Internal Escalation: Request a review by a senior staff member by emailing k9suppliessouthwest@gmail.com.
External Dispute Resolution: If still unresolved, you can seek advice from Trading Standards or use an ADR service.
Legal Action: As a last resort, you may seek independent legal advice or use the Small Claims Court.
5.Confidentiality and Data Protection
All complaints are handled confidentially and in accordance with UK GDPR. We will only share your information as necessary to resolve your complaint.
6.Policy Review and Updates
This complaints procedure is reviewed annually to ensure effectiveness and compliance with regulations. Any updates will be published on our website.