1. Introduction

At The Valeters, we strive to provide exceptional mobile valeting services to our valued customers. However, we understand that occasionally issues may arise, and we are committed to addressing any complaints promptly and effectively.

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2. Purpose

The purpose of this complaints policy is to outline the procedure for customers to register complaints regarding our services and to ensure that such complaints are handled efficiently, fairly, and with respect.

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4. How to Lodge a Complaint

- Contacting our customer service team via phone at 07553 794441 during business hours.
- Sending an email to info@thevaleters.co.uk.
- Submitting a complaint through our website's feedback form.

5. Complaint Handling Process

Upon receiving a complaint, we will follow this process:

a. Acknowledgment: We will acknowledge receipt of the complaint within 24 hours, either by phone or email, and provide an estimated timeframe for resolution.

b. Investigation: Our management team will thoroughly investigate the complaint, gathering relevant information and consulting with the staff involved.

c. Resolution: We will strive to resolve the complaint as swiftly as possible. Depending on the nature of the complaint, resolution may involve providing a refund, offering complimentary services, or taking corrective actions to rectify the issue.

d. Communication: Throughout the process, we will maintain open communication with the customer, keeping them informed of the progress and any proposed solutions.

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6. Escalation Process

If a customer is not satisfied with the resolution provided, they may request escalation. In such cases, the complaint will be reviewed by a senior member of management, who will conduct a thorough re-evaluation and propose further actions if necessary.

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7. Records Keeping

We will maintain detailed records of all complaints received, including the nature of the complaint, steps taken for resolution, and any outcomes. This information will be used to continuously improve our services and prevent similar issues from occurring in the future.

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8. Confidentiality

We understand the importance of confidentiality and will treat all complaints and related information with the utmost discretion. Personal information provided by customers will only be used for the purpose of resolving the complaint and will not be disclosed to third parties without consent, except as required by law.

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9. Review and Revision

This complaints policy will be periodically reviewed and revised as necessary to ensure its effectiveness and compliance with applicable regulations.

10. Contact Information

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If you have any questions or concerns regarding our complaints policy, please contact us at info@thevaleters.co.uk