Bathcenter Complaints Procedure
At Bathcenter, we value our customers' satisfaction and strive to provide exceptional service at all times. However, we understand that there may be instances when you are not entirely content with our products or services.
To address your concerns effectively, we have developed a simple and transparent complaints procedure.
This procedure ensures that your complaint is handled promptly, fairly, and with the utmost professionalism.
Step 1: Raising a Complaint
If you have a complaint, please follow these steps:
- Contact Customer Support: In the first instance, reach out to our Customer Support team. You can do this through various channels, including:
- Phone: 01246 550199
- Email: info@bathcenter.co.uk
- Provide Necessary Details: When contacting Customer Support, please provide the following information:
- Your full name and contact details (phone number and email address).
- Order number (if applicable) or any relevant reference numbers.
- A detailed description of the complaint, including the date and time of the incident.
Step 2: Complaint Acknowledgment
Upon receiving your complaint, our Customer Support team will send you an acknowledgment of receipt within 24 hours (excluding weekends and public holidays).
Step 3: Investigation and Resolution
We will initiate a thorough investigation into your complaint to understand the issue better and identify the best possible resolution. The time taken to investigate may vary depending on the complexity of the matter, but we aim to provide a resolution as soon as possible.
Step 4: Regular Updates
During the investigation process, we will keep you informed of the progress at regular intervals. If we are unable to provide a resolution within the initial timeframe, we will explain the reasons for the delay and provide an updated estimate of when you can expect a resolution.
Step 5: Resolution and Redress
Once our investigation is complete, we will share our findings with you and propose a resolution. If your complaint is found to be valid, we will offer appropriate redress, which may include:
- Replacement of faulty products.
- Refund for products.
- Discounts or vouchers for future purchases.
- Apologies for any inconvenience caused.
Step 6: Appeal
If you are dissatisfied with the proposed resolution, you have the right to appeal the decision. Please inform us within 7 days of receiving the resolution proposal, stating the reasons for your dissatisfaction.
Step 7: Escalation
If your complaint remains unresolved even after following the above steps, you can escalate the matter to our Complaints Handling Manager. Contact details for the Complaints Handling Manager will be provided upon request.
Step 8: External Mediation
In the unlikely event that we cannot reach a satisfactory resolution through our internal complaints procedure, you may seek external mediation or legal advice. We will cooperate fully with any authorized mediation or legal processes.
Important Notes:
- We treat all complaints confidentially and in compliance with data protection regulations.
- Please refrain from using offensive language or behavior during the complaints process, as we reserve the right to terminate the procedure if such conduct occurs.
We hope that you never have to use this procedure, but if you do, we assure you that we will handle your complaint professionally and work towards finding a fair resolution. Your feedback is invaluable in helping us improve our products and services.
Thank you for choosing Bathcenter.