Complaints Policy

We request that you provide comprehensive details about your complaint, including any relevant documents or evidence that may support your case.

Acknowledgment of your complaint

We will acknowledge your complaint within three working days and provide you with the name of the person handling your complaint. Should your complaint be intricate or require more than ten working days to address, we will keep you informed with periodic updates on our progress.

We will investigate your complaint thoroughly and aim to resolve it as efficiently as possible. Possible outcomes may depend on the issue, including a refund, credit, replacement, or other remedies. Our response will detail the resolution and any subsequent steps.

We welcome feedback on our response and will use it to improve our processes.

Resolution of your complaint

We aim to resolve complaints within 14 working days of receipt. If we cannot meet this commitment, we will contact you to explain the reasons for the delay and provide a revised timeline.

Escalation of your complaint

If you are not satisfied with the resolution provided, please feel free to contact Al Rose at [email protected], so that he may review any further steps needed to resolve your issue quickly and consistently with both parties involved, given due consideration regarding confidentiality throughout this process.

Record keeping

For internal reference, we maintain records of all complaints and our responses for a minimum of six months from the date of receipt. Our team regularly reviews these complaints to identify any recurring issues or significant trends.

We are dedicated to delivering outstanding service to our clients and make every effort to address their concerns quickly and to their satisfaction.