At Matthews’ Aquatic Paradise Ltd, we are committed to providing our customers with the highest level of service and ensuring their satisfaction. We understand that from time to time, issues may arise, and we have implemented a comprehensive complaints policy to address such matters promptly and effectively.
1. How to Submit a Complaint:
Customers can submit their complaints through various channels for their convenience:
- In-Person: Visit our store and speak directly with one of our customer service representatives.
- By Phone: Call our customer service hotline at 0800 043 0474 during business hours.
- Email: Send your complaint to our dedicated email address at complaints@matthewsaquaticparadise.co.uk
- Online Form: Fill out the complaint form available on our website under the ‘Contact Us’ section.
2. Information to Provide:
To ensure that we can assist you efficiently, please provide the following details when submitting a complaint:
- Your full name and contact information.
- A clear description of the issue you are experiencing.
- Any relevant order numbers, receipts, or transaction details.
- Supporting documents or photos, if applicable.
3. Our Process:
- Acknowledgement: Upon receiving your complaint, we will acknowledge its receipt within 48 hours.
- Investigation: Our team will thoroughly investigate the matter, reviewing all relevant details and documentation.
- Resolution: We aim to provide a resolution to your complaint within 7 working days from the date of acknowledgement. If more time is required, we will keep you informed of the progress.
- Feedback: Once a resolution has been reached, we will contact you to discuss the outcome and any further steps, if necessary.
4. Escalation Process:
If you are not satisfied with our initial response, you may request an escalation. Your complaint will then be reviewed by a senior manager, who will reassess the case and provide a further response.
5. Continuous Improvement:
We value your feedback and are committed to using it as an opportunity to improve our services. All complaints are analyzed to identify trends and areas for improvement.
Your satisfaction is our priority, and we appreciate your patience and the opportunity to address your concerns. For further assistance, please do not hesitate to contact us.