Narrowboat Round Tuit's logo

Complaints policy

At Narrowboat Round Tuit we are committed to providing our customers with the highest level of service and satisfaction. We understand that there may be occasions when you are not entirely satisfied with our products or services, and we take such matters seriously. This policy outlines the steps you can take if you wish to make a complaint and how we will handle and resolve it.

1.  Lodging a complaint

Customers can lodge a complaint through the following channels:

2.  Complaint handling process

Upon receiving a complaint, we will follow this process:

  • We will acknowledge receipt of your complaint within 3 business days, via your preferred contact method.
  • We will investigate the matter, considering all relevant information and documentation.
  • We will strive to resolve your complaint promptly and fairly. This may involve corrective actions, refunds, exchanges, or other appropriate remedies.
  • Throughout the process, we will keep you informed of the progress and expected timelines for resolution.

3.  Time scales

We aim to resolve complaints as quickly as possible. However, the time taken to resolve a complaint may vary depending on its complexity. We will endeavour to provide you with a resolution within 14 business days of lodging the complaint.

4.  Confidentiality

All complaints will be handled confidentially. We will only share information with individuals directly involved in the complaint resolution process.

5.  Continuous improvement

We value feedback from our customers and see complaints as an opportunity to improve our products and services. We will use insights gained from complaints to identify areas for enhancement and implement necessary changes.

6.  Contact information

If you have any questions or require further assistance regarding our complaints policy, please contact us at admin@narrowboatroundtuit.co.uk.

7.  Conclusion

We appreciate your business and value your feedback. We are dedicated to resolving any issues you may encounter promptly and to your satisfaction.

Print