Complaints Procedure
Introduction
A complaint is an opportunity. An opportunity to improve our business, an opportunity to identify where we are going wrong and, most importantly, an opportunity to put things right for our customers where appropriate.
As an organisation we strive to provide a first class service and product, but sometimes we don’t get it right and fail to match our own high standards. This is natural for any company – nobody can get it right all of the time. However, what sets us apart from other organisations is how we react when we get it wrong.
This is why complaints are at the heart of our business. It is why we take them seriously and endeavour to deal with complaints effectively and efficiently.
A complaint is one of the most important communications we receive – it provides us with an insight into how we operate and how we are perceived by the outside world. It tells us where we are going wrong and identifies flaws in our systems and services; how we can improve and, ultimately, how we can offer a better service and product to our customers. This is why complaints must be encouraged and treated with the respect, care and attention they deserve.
This policy details how we deal with complaints. Please take the time to read it carefully and speak to either your manager or me if you have any questions.
Director
Michael Newman
Complaints
Tamaar Limited (“Tamaar”) is committed to providing an excellent service and product to all our customers, but occasionally things can go wrong. We take all complaints seriously and endeavour to resolve all grievances promptly. So please let us know when you feel we have made a mistake or done something you find unsatisfactory. You will help us improve our service further.
How to Complain
The first step is to contact our customer service department. Please note you will be asked for your order number and contact details; so it would be great if you could have that to hand.
Our contact details are:
Tamaar London
4 Dean Park Crescent, The Coach House
Bournemouth
Dorset, BH1 1LY
England
Email: hello@tamaarskincare.com
Complaints Time
We endeavour to resolve your complaint within 3 working days.
If your complaint needs further investigation, we will send you an acknowledgement e-mail and seek to solve it within 5 business days.
If a more thorough investigation is required we will reply to your complaint within 4 weeks.
If, after making a complaint, you feel that the matter has not been resolved to your satisfaction, or we have not resolved your complaint within 40 business days, you may be able to complain to the National Trading Standards Office.
Taking your complaint elsewhere
If you are not satisfied with the response to your complaint that you receive from us, or have not received a response within eight (8) weeks, you may be entitled to complain to the National Trading Standards Office.
National Trading Standard Details are:
Find Your Local Office:
https://www.gov.uk/find-local-trading-standards-office
Website:
https://www.nationaltradingstandards.uk/
Telephone:
England & Wales - 0808 223 1133 | Scotland - 0808 164 6000| Northern Ireland - 0300 123 6262