Complaints Procedure
If you are not satisfied with any aspect of our service or products you can tell us about your complaint in the following ways:
- In person - call into our office. We are open Monday to Friday from 9.00 - 18.00.
- In writing - write to us and address your letter to The Customer Complaint Manager.
- By telephone - call us on 0207 622 8800 during our office hours and ask for the managing director.
- By email - chris@gartonjones.co.uk
Response times:
We aim to resolve your complaint straightaway but if we can't, then we will write to you within 5 business days to tell you:
Why we have not resolved your complaint;
Who is dealing with your complaint; and
When we will contact you again.
We will aim to resolve your complaint quickly but it may take longer if it is complex.
We will keep you informed on a regular basis but if you need an update, please call us on 0207 622 8800 and ask to speak to the person handling your complaint.
In Person:
Visit our office during our business hours (Monday to Friday, 9:00 - 18:00) and speak to our staff. Our office address is provided on our website and promotional materials.
In Writing:
Address your letter to "The Managing Director" and send it to our office address. Please include as much detail as possible about your complaint.
By Telephone:
Call us on 0207 622 8800 during our office hours and ask to speak to the Managing Director. They will assist you with your complaint.
By Email:
Send an email detailing your complaint to chris@gartonjones.co.uk. Please provide all relevant information in your email.
Complaints Resolution Timeframe:
We strive to resolve complaints immediately. If immediate resolution is not possible, we will send you a written acknowledgment within 5 business days.
If you require an update, feel free to call us on 0207 622 8800 and ask to speak to the person managing your complaints.
We appreciate your feedback and are committed to resolving your concerns to your satisfaction. Your communication is valuable to us, and we are here to assist you.