Complaints Policy
This Policy
This policy explains how:
- You, the customer, can raise a complaint about our goods and services; and
- How we will deal with complaints.
We will always aim to provide high-quality goods and services and to provide a high standard of customer care. We recognise however that sometimes we may not get things right. It is therefore important that you can raise any issues or complaints with us.
How to make a complaint
If you would like to make a complaint, you can do so via email to complaints@adexa.co.uk.
Information
Please include the following information in your complaint:
- Your full name
- Your contact details (telephone and email)
- The fact that you are raising a complaint
- Any dates and times that are relevant to your complaint
- The product codes of any goods your complaint is about
- Your order ID number
- A key summary of the problem/s you have experienced and why the goods or services were not satisfactory.
What to expect
Complaints will be processed and looked at during our business hours which are:
- Monday to Friday, 9am to 5pm.
Complaints will be dealt with by our complaint’s handlers.
Acknowledgement
We will acknowledge your complaint within 3 business days of our receipt of it.
Investigation
We will then conduct a thorough investigation into your complaint. We may need to contact you to obtain further details during the investigation.
Response
A response to your complaint will ordinarily be provided to you via email.
Once we have acknowledged your complaint, we will ordinarily provide the full response within 14 business days. Sometimes, the investigation may take longer. If this is the case, we will contact you to tell you, and you will be provided with a revised timeframe within which you should expect to receive a response. You will receive regular updates thereafter. We may agree with all or some of your grounds for complaint. If this is the case, we will aim to offer a satisfactory resolution to you, which may include:
- A full refund
- A partial refund
- A coupon to use on our website
- Replacement goods
We will offer the solution which we judge is most appropriate in the circumstances. The above examples are the usual solutions we may offer, although there may be occasions where we offer a different solution where this is appropriate. If we do not agree with your grounds of complaint, you will be provided with full details to explain why this is the case. If you are unhappy with this decision you may wish to progress matters externally (see below).
Other options
We hope that we will be able to help in resolving your complaint. However, if you are not happy with the outcome of your complaint, you may wish to raise a formal dispute externally via other avenues.
Ombudsman
The following ombudsman scheme can assist in resolving disputes about our goods and services: FINANCIAL OMBUDSMAN SERVICE.
If you are not content with our response, you can provide a letter confirming that we have reached a position of deadlock so that your complaint can be considered by the ombudsman. Furthermore, if the complaint has not been resolved or you have not heard from us within 8 weeks, you will also have the right to refer the complaint to the ombudsman.
Following any deadlock letter or after the above period of time has elapsed, you will have a period of 6 months to refer the matter to the ombudsman.
Details about the ombudsman, including further information about the time limits and requirements, can be found on the website of the Financial Ombudsman Service.
Legal Claims
We would always hope that disputes can be resolved at the lowest possible level. However, if the complaint can not be resolved by any of the above methods, you may wish to obtain legal advice and/or explore other legal remedies which may be available to you.