Purpose

This complaints procedure outlines the process for addressing and resolving customer complaints effectively and professionally. Our goal is to ensure customer satisfaction while improving our products, services, and processes.

1. Receiving a Complaint

1.1 How Complaints Can Be Made

In Person: At any of our offices or outlets.

By Phone: Contact our customer service team at 020 3105 3408.

In Writing: Email us at james@wedoitallcom.com or send a letter to 28 St Georges Drive, London, SW1V 4BN -PIMLICO London.

Online: Use the complaint form on our website at https://www.wedoitall.co.uk.

1.2 Information to Provide

Your name and contact details.

Details of the complaint, including dates and times.

Any supporting documents (e.g., receipts, emails, contracts).

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2. Acknowledging the Complaint

We will acknowledge receipt of your complaint within 2 working days of receiving it.

You will receive a reference number for tracking your complaint.

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3. Investigating the Complaint

3.1 Process

A dedicated team or individual will be assigned to investigate your complaint.

We may contact you for additional information or clarification.

3.2 Timeline

We aim to resolve complaints within 10 working days.

If more time is required, we will notify you and provide updates at regular intervals.

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4. Resolving the Complaint

4.1 Outcome

You will receive a formal response explaining the findings and actions taken.

If your complaint is upheld, we will explain the steps to rectify the issue.

If your complaint is not upheld, we will provide a clear explanation of our decision.

4.2 Compensation (if applicable)

Where appropriate, we may offer refunds, replacements, or other forms of compensation.

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5. Escalating a Complaint

If you are not satisfied with the resolution, you may escalate your complaint to:

Internal escalation: Request a review by a senior manager.

External escalation: Contact relevant regulatory bodies, ombudsman services, or industry mediators.

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6. Monitoring and Improving

All complaints are logged and analyzed to identify trends and areas for improvement.

Regular reviews of the complaints process ensure we maintain high standards of customer service.

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Contact Information

Phone: 020 3105 3408

Email: james@wedoitallcom.com

Address: 28 St Georges Drive, London, SW1V 4BN -PIMLICO London

Effective Date: [Insert date]

Review Date: [Insert review date]