Complaints Policy

At Elite Wine Refrigeration, we are committed to delivering high-quality products and services to our valued customers. We recognise that, at times, concerns or issues may arise. This Complaints Policy outlines our procedure for handling complaints and our dedication to resolving them efficiently and fairly.

 

How to Raise a Complaint

Contact Us: If you have a complaint regarding our products or services, please get in touch with our Customer Service team as soon as possible. You can reach us using the contact information provided on our website.

Provide Details: When filing a complaint, kindly furnish us with comprehensive information about the matter, including order details, product particulars, and a detailed description of the issue. This information is crucial for us to investigate and address your complaint effectively.

 

Complaint Handling Procedure

Acknowledgment: Upon receipt of your complaint, we will send you an acknowledgment within 24 hours and assign a reference number for tracking purposes.

Investigation: Our dedicated team will conduct a thorough investigation into your complaint, reviewing all pertinent information and records.

Resolution: We will work diligently to resolve your complaint promptly, with the aim of providing a satisfactory resolution within [specified time, e.g., 7 working days]. In some cases, complex issues may require more time for investigation, but we will keep you informed of the progress.

Communication: Throughout the process, we will maintain open communication with you, providing updates on the status of your complaint and any actions taken.

 

Escalation

If you are not satisfied with the resolution provided, you have the option to escalate your complaint to a higher authority within our organisation. We will provide details on how to do this during the complaint handling process.

 

Feedback

We value your feedback and continually strive to improve our products and services. Your input is invaluable in helping us enhance our offerings. Following the resolution of your complaint, we may request your feedback to assess our performance and identify areas for improvement.

 

Recording and Review

We maintain records of all complaints received and their resolutions. These records are regularly reviewed to identify trends and implement corrective measures where necessary.

 

Contact Information

If you have questions or concerns about this Complaints Policy or wish to file a complaint, please contact us using the information provided on our website.

By using our website and services, you acknowledge that you have read, understood, and agreed to the terms and procedures outlined in this Complaints Policy.