1.1 This policy outlines the procedures for handling complaints made by our customers, whether businesses or consumers, about our goods or services.
1.2 Howardson Group Limited (company number 00641526) ("we", "our", "us") is committed to providing high-quality goods and services. We aim to resolve any complaints promptly, fairly, and efficiently.
2.1 This policy applies to complaints from both business and consumer customers.
2.2 A complaint is defined as any expression of dissatisfaction about our goods or services, whether made orally or in writing.
3.1 Complaints can be made using any of the following methods:
• By telephone: +44 (0) 1332 824 777
• By email: sales@howardsongroup.com
• By post: Complaints - Howardson Group Limited, Howardson Works, Ashbourne Road, Kirk Langley, Derbyshire, DE6 4NJ, UK
3.2 Customers should provide the following information when making a complaint:
• full name and contact details (phone, email, or postal address);
• details of the goods or service involved, including the hire/sale date and any relevant reference or invoice numbers;
• a clear description of the complaint; and
• supporting evidence, if applicable (e.g., photos, receipts, contracts).
4.1 Acknowledgement: We will acknowledge receipt of a complaint within 3 working days of receiving it.
4.2 Investigation:
• The complaint will be assigned to a team member trained in complaints handling.
• We will investigate the circumstances surrounding the complaint. As part of this, we may need your co-operation to provide information or allow us to do an inspection.
4.3 Response:
• We aim to provide a final response within 20 working days of acknowledging the complaint.
• If the investigation requires more time, we will update the customer with reasons for the delay and a revised timeline.
4.4 Resolution:
• If the complaint is upheld, we will explain the steps we will take to resolve it and any remedies available (e.g., replacement, refund, repair, or compensation).
• If the complaint is not upheld, we will provide a clear explanation of our decision.
5.1 If a customer is not satisfied with our response, they can request the matter to be reviewed by a senior manager. This request should be made within 5 working days of receiving our final response.
5.2 Consumer customers may also contact the following external organisations:
• Trading Standards: https://www.nationaltradingstandards.uk/
• Citizens Advice: https://www.citizensadvice.org.uk/
6.1 We will maintain a record of all complaints, including details of the complaint, our response, and any actions taken. These records will be retained for a minimum of
2 years.
6.2 Complaints data will be reviewed periodically to identify trends and improve our processes.
7.1 All staff involved in complaints handling will receive regular training to ensure compliance with this policy.
7.2 This policy will be communicated to all employees and made available to customers upon request.
8.1 This policy will be reviewed annually or in response to significant changes in regulations or our business operations.
9.1 For any queries regarding this policy, please contact +44 (0) 1332 824 777