Customer Complaints Procedure
At Courtesy Kitchens and Bathrooms, we value our customers and strive to provide the best possible service. However, we understand that there may be times when customers are dissatisfied and wish to express their complaints. This customer complaints procedure aims to provide a structured and efficient process for addressing and resolving customer complaints.
Complaint Channels
Customers may submit complaints through the following channels:
Phone: 0330 122 7222
Email: info@ckbgroup.co.uk
Online Form: click here
Complaint Registration
When a customer submits a complaint, our staff will promptly register the complaint and provide the customer with a unique complaint reference number. The registration will include the customer's contact details, a brief description of the complaint, and the date and time of submission.
Acknowledgment
Within 24 hours of receiving a complaint, we will acknowledge its receipt to the customer. The acknowledgment will be sent via the same channel through which the complaint was received (phone, email, etc.). The acknowledgment will include the complaint reference number and an estimated timeframe for resolution.
Investigation and Resolution
Our dedicated customer complaints team will investigate the complaint thoroughly and determine the most appropriate course of action for resolution. This may involve gathering additional information, contacting relevant parties, or conducting internal assessments.
Timely Resolution
We aim to resolve customer complaints as quickly as possible. While the resolution time may vary depending on the nature and complexity of the complaint, we will make every effort to provide a satisfactory response within 3 business days. If additional time is required, we will keep the customer informed of the progress and provide regular updates.
Communication
Throughout the complaint resolution process, we will maintain open and transparent communication with the customer. We will respond to the customer's inquiries and provide updates on the progress of their complaint, ensuring they are informed at each stage.
Escalation
If a customer is not satisfied with the initial resolution or feels that their complaint has not been adequately addressed, they may request an escalation. The escalation can be made by contacting our customer service manager or a designated escalation contact. The customer will receive a timely acknowledgment of the escalation and an assurance that their complaint will be reviewed by a senior representative.
Final Response
Once the complaint has been thoroughly investigated and a resolution has been determined, we will provide the customer with a final response. The final response will outline the findings, any actions taken, and any compensation or remedies offered, if applicable.
Continuous Improvement
We view customer complaints as an opportunity to learn and improve our products, services, and processes. All complaints and their resolutions will be documented and analysed to identify areas for improvement and prevent similar issues from occurring in the future.
Confidentiality
We treat all customer complaints with utmost confidentiality. Personal information provided during the complaint process will only be used for the purpose of investigation and resolution.
Review and Update
This customer complaints procedure will be periodically reviewed and updated to ensure its effectiveness and alignment with our evolving customer service standards. Any changes will be communicated to our staff and customers as appropriate.
We hope that this customer complaints procedure helps in addressing any concerns you may have. We appreciate your feedback and strive to provide excellent customer service at all times.