Our Policy
1. Making a complaint
If you are not satisfied with any aspect of our service or products you can tell us about your complaint in the following ways:
- Phone: 01536 480 503
- E-mail: complaints@dektonsurfaces.co.uk
- Postal & Visitor Address: Brakehill Farm, Grafton Road, Brigstock, Northants, NN14 3NB
2. Our objectives
If you’re not fully satisfied with our service, we’d appreciate your feedback so we can make things right. We strive to provide our customers with the highest quality products and service, but we understand that sometimes things may not go as planned. When issues arise, we want to know so we can address and resolve them promptly.
We want to:
- Make it easy for you to tell us what went wrong;
- Give your complaint the attention it deserves;
- Resolve your complaint fairly without delay;
- Make sure you are satisfied with how your complaint was resolved.
3. How long will it take?
Our goal is to address your complaint promptly; however, complex issues may require more time. We will keep you informed along the way, but if you need an update, please call us and ask for the individual handling your case. If the complaint requires further investigation, we’ll reach out within 10 business days to provide the following information:
- Complaints Handling Procedure -Why we have not resolved your complaint
- Who is dealing with your complaint
- When we will contact you again
4. Reaching an agreement
If we can’t agree a solution with you within eight weeks, we will:
- Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision
- Issue our final decision letter which will explain our final position
- Through a mediation service to resolve the matter