.1. It is our responsibility to resolve all complaints about our business
2. Any complaints will be dealt with promptly, effectively and courteously, in accordance with good business practice. A person will be nominated to take overall responsibility for the management of customer complaints.
3. All customer complaints will be recorded.
4. An initial response will be made to any customer complaint within five working days.
5. If it is not possible to resolve a customer complaint within one month of receipt, the customer will be given a written explanation by the business detailing why the complaint has not been resolved and what steps are being taken. In the case of unjustified complaints this may take the form of a full written explanation of the businesses perspective.
6. In exceptional circumstances where it has not been possible to resolve the complaint you may refer the complaint to your contact at Trading Standards to assist in reaching a solution.
7. If a satisfactory conclusion still cannot be reached, the agreement of the customer and the business will be sought for the use of a mutually agreed arbitration scheme e.g. trade association or other arbitration schemes, if available or the Small Claims court service. We will accept the result of the arbitration.
8. If necessary the Trading Standards Service will be able to offer civil advice to both parties
9.Mediation If the customer considers the matter is not satisfactorily resolved, then the Trading Standards Service may offer to assist the customer by contacting the member to mediate in appropriate circumstances.
10. The ultimate decision as to whether mediation takes place will lie with Trading Standards
11. With regard to any individual consumer complaint, wherever possible, the process of mediation will be performed by separate members of the Trading Standards Service.
12 If a satisfactory conclusion still cannot be reached, the agreement of the customer and the business will be sought for the use of a mutually agreed arbitration scheme. There may be some cost to either/both parties for this service as it would be externally sourced. The business will accept the result of the arbitration. Where not agreed or where not available either party may decide to take the matter to the Small Claims court service.