DELTA SERVICES (GB) LTD

(TRADING AS SCAFFOLDING-DIRECT.CO.UK, TUBECLAMPSDIRECT.CO.UK, BRITISHSCAFFOLD.COM)

COMPLAINTS POLICY

 

This Policy

This policy explains:

-        How you, the customer, can raise a complaint about our goods and services; and

-        How we deal with complaints

We will always aim to provide high quality goods and to provide a high standard of customer care. We can recognise however that sometimes we may not get things right and as such, it is important that you can raise any issues or complaints with us.

How to Make a Complaint

If you would like to make a complaint, you can do so via email to: sales@deltagb.com

Information

Please include the following information in your complaint:

-        Your full name

-        Your contact details

-        The reason for your complaint

-        Any relevant dates and times which are relevant to your complaint

-        The type of goods we have provided

-        Any order or reference numbers we have provided to you

-        A key summary of the problem or problems you have experienced and why the goods or any related customer services were not satisfactory

What to Expect

Complaints will be processed and dealt with by our management team during our business hours which are:

Monday 08:00 – 17:00

Tuesday 08:00 – 17:00

Wednesday 08:00 – 17:00

Thursday 08:00 – 17:00

Friday 08:00 – 16:30

Saturday Closed

Sunday Closed

 

Acknowledgement

We will acknowledge your complaint within 2 business days upon receipt of it.

Investigation

We will conduct a thorough investigation into your complaint. We may need to contact you in order to obtain further details during the investigation.

Response

A response to your complaint will ordinarily be provided to you via email.

We will ordinarily provide the full response within 14 business days. Sometimes, the investigation may take longer. If this is the case we will contact you to tell you, and you will be provided with a revised timeframe within which you should expect to receive a response. You will receive regular updates thereafter.

We may agree with all or some of your grounds of complaint. If this is the case, we will aim to offer a satisfactory solution to you, which may include:

-        A full refund

-        A partial refund

-        Credit or vouchers

-        A discount code

-        Replacement goods

We will offer the solution which we judge is most appropriate in the circumstances. The above examples are the usual solutions we may offer, although there may be occasions where we offer a different solution where this is appropriate.

If we do not agree with your grounds of complaint, you will be provided with full details to explain why this is the case. If you are unhappy with this decision you may wish to progress matters externally.

We would always hope that disputes can be resolved at the lowest possible level. However, if the complaint cannot be resolved in this manner, you may wish to obtain legal advice and/or explore other legal remedies which may be available to you.

Information about your legal rights as a consumer can be found on the Citizens Advice Bureau website.