Staverton Nursery Complaints Policy

This Policy

This policy explains how:

  • you, the customers, 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 and as such, it is 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:

info@stavertonnursery.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

  • All dates and times which are relevant to your complaint

  • The type of goods or services we have provided to you

  • A summary of the problem or problems 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 - Saturday 8am - 5.30pm

Complaints will be dealt with by one of the Staverton Nursery Directors.

Acknowledgement

We will acknowledge your complaint within 10 business days of our receipt of it.

Investigation

We will then conduct a thorough investigation into your complaint and may need to contact you in order to obtain further details during the process.

Response

A response to your complaint will ordinarily be provided to you via email.

A Director will usually provide a full response within 28 business days of our receipt of your complaint.  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 of complaint.  If this is the case, we will aim to offer a satisfactory solution to you, which may include:

  • A full refund

  • A partial refund

  • Credit or vouchers

  • Replacement goods

  • Provision of the services again

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 if this is appropriate.

If the Directors 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, you may wish to raise a formal dispute externally via other avenues.

We would always hope that disputes can be resolved at the lowest possible level.  However, if the complaint cannot be resolved in this manner, you may wish to obtain legal advice and/or explore other legal remedies which may be available to you.

Please contact us if you wish to invite us to engage in any method of Alternative Dispute Resolution.

Information about your legal rights as a consumer can be found on the Citizens Advice Bureau website.