Whilst we hope that you are pleased with the service that we provide, we understand that sometimes things go wrong. When this happens, we will always try to resolve the issue to your satisfaction.
Where we are unable to do this, we follow a codified escalation procedure, where the dispute is escalated to a director and then to a third party mediator.
The dispute process
Starting a dispute
In the first instance you should call us or email us clearly outlining the issue. We will hopefully be able to resolve it there and then, but if not you should state your dissatisfaction with our proposed solution. The dispute will then be dealt with by a director..
Escalation to a director
Within 3 working days of escalating the dispute, a director will contact you to try and resolve the situation.
Escalation to the European Commission
If you still are unsatisfied and we are unable to come to an agreement, you can raise a dispute with the European Commission here https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.show.
How we handle disputes internally
- Each dispute is handled by the employee with whom you placed the order initially and is overseen by another employee. The role of the second employee is to ensure that the dispute is handled correctly.
- When a dispute is discussed over the telephone we will send you a written summary of the discussion covering what was proposed, rejected and agreed.
- If you’d like us to include a third party of your choosing in our correspondence such as the Citizens Advice Bureau or your legal representative, please let us know and we’ll do this for you.
Further help and advice
You are also covered by the consumer rights act which is outlined here https://www.which.co.uk/consumer-rights/regulation/consumer-rights-act