Introduction
At THEdoûr Bespoke, we are committed to providing high-quality products and excellent customer service. However, we recognise that there may be occasions when our customers feel dissatisfied. We take complaints seriously and aim to resolve them promptly and fairly. This document outlines our procedure for handling complaints.
How to Make a Complaint
Online Form
Visit our website and fill out the complaints form available under the "Contact Us" section.
Send an email detailing your complaint to complaints@goldenfleece.online
Please include your name, contact details, order number (if applicable), and a detailed description of the issue.
Postal Mail
Write to us at:
Golden Fleece Online Limited / THEdoûr Bespoke
Customer Complaints Department
Unit 4, Roddy's Retreat, Pier Road,
Pembroke Dock,
Pembrokeshire,
Wales,
United Kingdom.
SA72 6TR
Please provide your name, contact details, order number (if applicable), and a detailed description of the issue.
Phone
Call our customer service team at +447488885106 between 9am - 5pm Monday to Friday. Please have your order number ready, if applicable.
Acknowledgement of Your Complaint
We will acknowledge receipt of your complaint within 2 working days. This acknowledgement will confirm that we have received your complaint and provide an estimated timeline for resolving the issue.
Investigation and Resolution
Initial Review
Your complaint will be logged and forwarded to the appropriate department for investigation. We aim to complete the initial review within 5 working days.
Investigation
The relevant department will investigate the issue in detail. This process may involve:
- Reviewing your account and order history
- Assessing the product or service in question
- Consulting with team members involved in your case
Resolution Proposal
Once the investigation is complete, we will propose a resolution. This might include:
- A formal apology
- Replacement of the product
- A refund
- Any other appropriate action to address your concerns
We aim to propose a resolution within 10 working days of acknowledging your complaint. If the issue is complex and requires more time, we will keep you informed of the progress and provide a revised timeline.
Acceptance and Implementation
Once a resolution is proposed, we will seek your acceptance. If you agree with the proposed resolution, we will implement the necessary actions within 5 working days.
Escalation Process
If you are not satisfied with the proposed resolution, you can escalate the matter by contacting our Senior Management Team at management@goldenfleece.online. Your complaint will be reviewed, and a senior manager will respond within 10 working days.
Final Response
If you remain dissatisfied after escalating your complaint, you may consider seeking external mediation or legal advice. We hope to resolve all complaints internally, but we respect your right to pursue alternative resolution avenues.
Record Keeping
All complaints and their resolutions are recorded and analysed to help us improve our services. We review our complaints procedure periodically to ensure its effectiveness and fairness.
Contact Information
For any queries regarding our complaints procedure, please contact us at Company -
Golden Fleece Online Ltd - THEdoûr
Unit 4, Roddy's Retreat, Pier Road,
Pembroke Dock,
Pembrokeshire,
Wales,
United Kingdom.
Company Reg Num 11629490
THEdoûr Bespoke
Committed to excellence and customer satisfaction.
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