Complaints Policy

Complaints Procedure

We at Bramblecrest take complaints very seriously, we aim to resolve complaints as quickly as possible and to the complete satisfaction of our customers.

Our procedure will explain how we deal with any complaints and what you can do if you think your complaint has not been resolved to your satisfaction.

If you have a complaint, we would like to hear from you. You can contact us directly by telephone on 01285 760974 or in writing using the details in the table above and your complaint will be resolved.

When you raise your complaint with us, we will need you to tell us:

● Your order number, name and address

● The reason for your complaint

● Details of any individuals you’ve spoken to about your order or your complaint

Any complaint verbal or written will be referred to the relevant department manager (i.e. the sales manager) and to our general manager. This will happen at the earliest opportunity if the relevant manager is unavailable. We will also:

● Acknowledge the complaint in writing promptly

● Make contact to seek clarification on any points where necessary

● Fully investigate the complaint

● Keep you informed of our progress

● Discuss with you our findings and proposed response

You will receive contact from us advising on progress if we cannot respond immediately. We will let you have our final response as soon as possible and not later than eight weeks after we received your complaint.

Who will deal with your complaint?

We will investigate and respond to any complaints about our products or services.

f you’ve taken out finance to fund your purchase and your complaint is about your finance, such as your monthly repayments, interest or charges, you should contact your lender directly to complain to them.

If your complaint is about how we introduced you to the finance, we will work with our finance provider(s) and/or your lender to investigate and respond to your complaint.

Investigation

We will work with the relevant department manager to establish the nature and scope of your complaint and identify what has happened.

Keeping you informed

In situations where we require further time to investigate your complaint, we will let you know by email.

Final response

 We will issue our final response within 8 weeks at most. This will clearly set out our decision and the reasons for it.

Closing a complaint

We will consider a complaint closed when we have made our final response to you. Our intention is always to provide a fair outcome for all parties. This outcome does not affect your legal statutory rights.

If you remain unhappy with our response

If you are not happy with our final response and resolution of your complaint, the following options are available to you:

If your complaint relates to our product or service

Please let us know what we’ve not got right for you and our general manager will consider what else we can do to resolve your complaint.

If your complaint relates to how we informed you about, or introduced you to finance

 If you’re unhappy with our final response, you may have the right to raise your complaint with the Financial Ombudsman Service (“FOS”). You will need to contact them within 6 months of our final response.

You can contact them on the details below:

Website: https://www.financial-ombudsman.org.uk/

Tel: 0800 0234567

Please note; if your finance agreement was interest free and over a term of less than 12 months, the FOS may not be able to investigate your complaint.

If your complaint has been handled by your lender

You will need to follow the next steps set out in your lenders complaints procedure.