Complaints Handling Procedure for Customers - FAQs

1. Complaints handling procedure for customers

   Complaints handling procedure for customers

   Our Commitment:

   We are committed to providing high-quality products and excellent customer service. We understand that occasionally things may go wrong, and if they do, we want to hear about it so we can put things right and improve our services. This procedure outlines how you can make a complaint and what steps we will take to resolve it.

    

   1. How to Make a Complaint

   We encourage you to contact us as soon as possible if you are dissatisfied with any aspect of our products or services.

   You can make a complaint through the following channels:

   • Our web chat is the quickest way to get in touch! You'll find the chat icon in the bottom right corner of our customer support screen.
   • Post: If you need to send us a letter by post, our address is: Bradford Exchange LTD, 2nd Floor, Churchill House, 47 Regent Road, Hanley, Stoke-on-Trent, ST1 3JJ
   • Email: customersolutionsuk@bgeltd.com 
   • Telephone: Please call between 10am and 4pm Monday to Friday 0333 234 3444

    

   To help us resolve your complaint quickly by web chat or email, please provide the following information:

   • Your full name, address and contact details (email address and phone number).
   • Your order number (if applicable)
   • Your customer account number (if applicable)
   • A clear and detailed description of your complaint, including relevant dates and times. 
   • What outcome you are seeking (e.g. refund, replacement, repair, apology).
   • Any supporting documentation (e.g. photos of faulty items, screenshots of communication).

    

   2. What Happens Next - Our Complaints Handling Process

   We aim to resolve all complaints fairly and efficiently. Here's what you can expect:

   • Acknowledgement: We acknowledge receipt of your complaint within 2 working days of receiving it. This acknowledgement with be sent to you via email or your preferred contact method.
   • Investigation: Your complaint will be assigned to a dedicated member of our customer service team, or a more senior member if appropriate. They will thoroughly investigate all aspects of your complaint, which may involve reviewing order details, speaking with relevant staff, or examining products if necessary.
   • Communication: We may contact you during the investigation if we require further information or clarfication.
   • Resolution: We aim to provide a full response and proposed resolution to your complaint within 10 working days / 14 calendar days of acknowledging it. If for any reason we need more time, we will contact you to explain why and provide an updated timeframe.
   • Proposed Resolution: Our response will clearly state our findings and outline our proposed resolution. This may include, but is not limited to, a full or partial refund, replacement of goods, repair, or an explanation of the situation.
   • Acceptance of Resolution: We will give you a reasonable timeframe to consider our proposed resolution e.g. 7 days. Please let us know if you accept it.

    

   3. If You Are Not Satisfied (Escalation)

   We hope to resolve your complaint to your satisfaction at the first stage. However, if you are not satisfied with our initial response or proposed resolution, you can request an escalation.

   • Internal Review: Please inform us within 7 days of receiving our resolution if you wish for your complaint to be reviewed internally. Your complaint will then be reviewed by a more senior manager who was not involved in the initial handling. They will conduct a fresh review of all the information and provide a final internal decision within 10 working days. We will inform you of the outcome of this internal review and the reasons for the decision.

    

   4. Your Rights

   This complaints procedure does not affect your statutory consumer rights. For further information on your rights, you can contact:

   • Citizens Advice: www.citizensadvice.org.uk
   • Trading Standards: Your local Trading Standards office (details available via Citizens Advice).

    

   5. Data Protection

   All personal information provided by you during the complaints process will be handled in accordance with our Privacy Policy and relevant data protection legislation e.g. UK GDPR.

    

   6. Review of This Procedure

   This complaints procedure will be reviewed regularly (e.g. annually) to ensure its effectiveness and compliance with current legislation.