At Premium Fencing, we pride ourselves on the level of Customer Service that we offer to all of our customers and would be very surprised if a complaint were needed to be made. If we do receive them, however, we take all complaints seriously and ensure they are dealt with effectively and in a timely manner.
HOW TO MAKE A COMPLAINT
Should you need to make a complaint, you can do so by contacting us via the following methods:
Email – info@premium-fencing.com
Telephone – 07805 712328
All we ask for, is your order number and what the complaint is relating to along with any images, if applicable to support your complaint. Our friendly Customer Service Team are always on hand to guide you every step of the way.
WHAT HAPPENS NEXT?
- Your complaint will be reviewed by a member of the Customer Service Team, who may ask for further details to help as best as possible and will provide you with a fair, accurate and reasonable solution.
- The complaint will be handled within 5 working days, if this time is not going to be met, we will contact you and let you know an updated time frame.
- If the complaint cannot be resolved at Agent level, this will then be escalated to the Customer Service Manager, who will review and come in contact to discuss the next steps, further details may be required at this stage to help support the CSM actions in helping to resolve.
The Customer Service Manager is the final level of escalation within Premium Fencing.
If you still aren’t satisfied with the outcome of your complaint, you are entitled to pursue alternative dispute resolution with any independent issue resolution service.