Complaints Policy

Introduction

At Brufords, we strive to provide exceptional levels of customer service. We have a Complaints Policy to ensure that all complaints are handled and quickly and efficiently as possible.

As a customer of Brufords, you are entitled to make a complaint to us. The following document outlines our policy and procedures for handling verbal and written complaints.

Summary

We want to help you resolve your complaint as quickly as possible. To make a complaint, you can do so by phone, letter or email and we will endeavour to fix the problem you may be having with our products or services as soon as possible.

Our contact details are as follows:

Address: 10 Cornfield Road, Eastbourne, BN21 4QE

Telephone: 01323 725452

Email: enquiries@brufords.com

Our Responsibilities

• To provide a fair, structured and efficient mechanism for handling complaints.
• To provide our customers with access to the complaints handling process, including those customers who are vulnerable and those with special needs or requirements.
• To keep customers informed as to the progress of their complaint and expected timeframe for resolution.

Handling Your Complaint

• Upon receipt of your complaint, we will acknowledge the matter via telephone or email.
• We will keep you updated in relation to the progress of your complaint, proposed actions and the expected timeframe for resolution.
• Our aim is to resolve complaints in a timely manner – within 30 calendar days (unless otherwise specified).
• We will advise you of the outcome of your complaint.

Step 1

If you have a complaint regarding any aspect of your dealings with Brufords, we urge you to contact us by email or telephone in the first instance (Contact details can be found above). Our aim is to resolve the vast majority of complaints during your first contact with us. You can also contact us in writing by letter to the address above.

Step 2

After a complaint is made, if it not immediately resolved, we may need further time to investigate. This process may take 10 business days or longer, in which case, we will update you with a reason for the delay and an expected timeframe for resolution.

If We Cannot Reach An Agreement With You

If your complaint is not resolved to your satisfaction by us within 8 weeks, we will:

• Send a letter or email giving our reasons for the delay and an indication of when we expect to provide a final decision.
• Issue our final decision letter or email which will explain our final position.

The Legal Ombudsman

At Brufords, our aim is to resolve all complaints internally. However, if after receiving our final decision letter, or if eight weeks has passed since the date a complaint is received anywhere in our business, you may have rights to refer your complaint to the Legal Ombudsman Service, for which their contact details are show below.

Address: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

Telephone: 0300 555 0333

Email: enquiries@legalombudsman.org.uk

Further information can also be found on their website: www.legalombudsman.org.uk