Complaint Handling Procedure
Complaint Handling Procedure
At Aldereth, we are committed to providing high-quality products and services. However, if you are not satisfied with your purchase or experience, we encourage you to let us know so we can address your concerns promptly and effectively.
Main Complaint Channel
The primary way to submit a complaint is via email. Please contact us at mrbrookmichael552@outlook.com. This ensures that your complaint is documented and can be tracked efficiently.
How to Complain
To help us resolve your complaint as quickly as possible, please include the following information in your email:
- Your full name and contact details
- Your order number (if applicable)
- A detailed description of your complaint
- Any relevant photographs or documents
Response Expectation
We aim to acknowledge all complaints within 2 business days of receipt. Our team will investigate your complaint thoroughly and provide a full response within 10 business days. If we need more time, we will keep you informed of our progress and the reasons for any delay.
Escalation Route
If you are not satisfied with our initial response, you may request a further review by contacting our customer service manager at the same email address. Please indicate that your email is a request for escalation.
Should you remain dissatisfied after our final response, you may seek independent advice from the Consumer Ombudsman or your local Trading Standards office.
Returns and Faulty Goods
If your complaint relates to a return or faulty goods, please refer to our Returns and Faulty Goods Policy for further guidance on how to proceed.
We appreciate your feedback and are committed to resolving your issues in a fair and timely manner.