Complaints Procedure
Introduction
At Remtek Workplace, we are dedicated to providing high-quality products and services to our customers. We value your feedback and are committed to resolving any issues that may arise. This Complaints Procedure outlines the steps you can take if you are dissatisfied with any aspect of our service, whether through e-commerce, B2B, or B2C sales.
Step 1: Initial Contact
If you have a complaint, we encourage you to contact us as soon as possible: Submit a complaint
Please provide as much detail as possible, including your name, contact information, order number (if applicable), and a description of the issue. Our team will acknowledge receipt of your complaint within 48 hours.
Step 2: Investigation
Upon receiving your complaint, we will conduct a thorough investigation to understand the issue and identify a resolution. This process may involve:
- Reviewing your account and order history.
- Liaising with relevant departments or third-party partners.
- Gathering any additional information necessary to address your concerns.
We aim to complete this investigation within 10 working days of logging the complaint. If more time is required, we will keep you informed of the progress and expected resolution timeframe.
Step 3: Resolution
Once our investigation is complete, we will contact you with our findings and proposed resolution. This may include:
- A detailed explanation of what went wrong.
- Steps we are taking to prevent similar issues in the future.
- Any corrective actions or compensation we deem appropriate.
We strive to resolve all complaints to your satisfaction. If you are not satisfied with our proposed resolution, you may escalate your complaint as outlined below.
Step 4: Escalation
If you feel your complaint has not been resolved satisfactorily, you may escalate the matter to our Senior Management team. To do so, please send a detailed email to:
- Email: complaints@remtekworkplace.com (Subject: FAO Senior Management – Complaint Escalation)
- Alternatively, you can send a written letter to:
Remtek Workplace Complaints
Unit 550, Metroplex Business Park
Entrance 6, Broadway
Salford, M50 2UE
Please include all previous correspondence and any additional information that may assist in reviewing your complaint.
This review will be conducted by an independent senior manager within Remtek Workplace to ensure impartiality.
Step 5: Final Response
You will receive a final decision within 14 working days of your escalation request.
Additional Support
If your complaint relates to a product or service provided through a third-party platform, we recommend also contacting their customer support team. They may have additional processes in place to assist you.
Feedback
We continuously strive to improve our products and services. Your feedback is invaluable to us. Even if you do not have a complaint, we welcome any suggestions or comments you may have about your experience with Remtek Workplace.
Contact Us
For any questions regarding this Complaints Procedure or for further assistance, please contact our Customer Services team:
- Email: enquiries@remtekworkplace.com
- Phone: 0333 3200 560
Thank you for choosing Remtek Workplace. We appreciate your business and are committed to providing the best possible service.