Complaints Procedure

Handling Complaints

At Select Appliances, we are committed to ensuring that complaints will be investigated quickly, fully, and fairly. Our customers must be confident that we take complaints seriously, feel that they are able to make a complaint with ease, and that during any investigation, are listened to, respected, and kept informed at all times. Any deficiency in our working practices found following the investigation of a complaint will be acted upon as soon as possible.

The majority of matters can be dealt with as they arise by the staff concerned. However, where a complaint is not resolved in this way, the matter will be brought to the attention of Ryan Foster.

A record will be made of the complaint and Ryan will, with the assistance of any other relevant member of staff, address and resolve the problem, completing the complaints log at that time.

A written acknowledgement of the receipt of the complaint will be sent to the customer within three working days, then a full response as soon as is practicably possible following the investigation process.

A record will be kept of all complaints, which will include full details of the investigation and any action taken. The following information will be recorded:

1. Complaint number

2. Name and address of the complainant/customer

3. Date of receipt of complaint and acknowledgement Date

4. Details of the complaint

5. Details of action taken with dates and by whom

If the complainant is not satisfied with the resolution offered, they will be advised to put the complaint in writing to Heart of the South West Trading Standards Service, County Hall, Topsham Road, Exeter, Devon EX2 4QD.