At Handles Direct we take your satisfaction with our products and service very seriously and, equally, we take any incidence of dissatisfaction very seriously too.
In order to make our procedures for dealing with any such eventuality as clear and transparent as possible, we give details here of the steps which will be taken to handle your complaint.
Step 1
Following receipt of a complaint by phone, letter or email, full details of the complaint will be recorded on a Complaint Registration Form. A copy of this Registration form will be forwarded to the Complainant, by post or email, within 48 hours of the complaint being received.
Step 2
Within 72 hours of the complaint being received an investigation will be carried out to determine the facts of the matter.
Step 3
Within a further 48 hours, a report will be forwarded to the Complainant containing the findings of the investigation and proposals to remedy the matter. This means that within 5 days of the complaint being received, an investigation will have taken place and proposals to remedy the matter will have been forwarded to the Complainant.
Step 4
In the event that the Complainant is not satisfied with the outcome of the investigation, or the proposals to remedy the matter, Handles Direct Ltd will co-operate fully with any further consumer investigation that the Complainant wishes to pursue.
