Complaints Policy
Purpose of This Procedure
This complaints procedure ensures that:
- Customers have a clear and direct route to make a formal complaint, ensuring prompt action and resolution.
- All complaints are handled effectively, fairly, and in accordance with your rights as a customer.
How to Make a Complaint
If you wish to make a complaint, please contact us directly and include the following details:
- Your name, address, and order/account/enquiry number (if applicable).
- A description of the issue and how you would like us to resolve it.
Telephone: 0333 5777 488
E-mail: info@Decogroup.co.uk
Address: Office First Floor, 91 Tachbrook Street, Westminster, London, SW1V 2QA, United Kingdom
Our Complaints Procedure
- Your complaint will be referred to our Complaints Manager for review.
- We will acknowledge receipt of your complaint in writing within 3 working days.
- All details of the complaint will be recorded and fully investigated.
- We may contact you to seek clarification on any points, if necessary.
- You will be kept informed of the progress of your complaint at each stage.
- We will discuss our findings and proposed actions with you.
- The complaints procedure will be followed in full to ensure fair resolution.
- We will provide an expected timeframe for resolution. If it is likely to take longer than 15 working days, we will explain the reason for the delay.
Resolution Timeframes:
Our aim is to resolve all complaints promptly. We will typically aim to resolve your complaint within 2 to 15 working days. For more complex complaints, please allow up to 8 weeks for full resolution.