Customer Complaints policy

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1. Overview

We welcome all feedback from our customers and although we hope that our customers won’t have cause for complaint we do understand that at times you may wish to contact us to discuss concerns that you may have about our products.

This policy sets out how you can contact us to make a complaint and how we will deal with any complaint you make.

2. Who we are and how you can contact us

2.1 Clementine Black is operated by Sheryl Hobbs-Canning and you can see details of how to contact us below:

Person responsible for handling complaints: Creative Director and Owner, Clementine Black 

Email address: info@clementineblack.co.uk – please include ‘Complaint’ in the subject line.

3. When to contact us

4.1 A complaint can cover any element of the products that we provide and can also relate to:

· things that our staff have or haven’t done;

· the level of service provided by us or any of our staff;

· the quality of the products that we have provided;

· the timing of delivery of the products that we have provided.

4.2 You may want to contact us for other reasons such as to arrange a return of a product or ask for more information about the products that we provide and you can do so by emailing us at info@clementineblack.co.uk

4. What information to provide in relation to a complaint

Please provide as much information as possible when making a complaint and in particular:

4.1 Your name, address, telephone number and email address together with details of the method that you would be preferred to be contacted by in discussing your complaint;

4.2 Details of the products or service that you are complaining about including the product name, size and date of order;

4.3 If your complaint relates to a particular member of our staff please provide the name or other information to help us identify them;

4.4 Any documentation that relates to your complaint such as order confirmation email; payment receipt; or delivery note; and

4.5 Any further information in relation to your complaint and details of how you would like to see the complaint resolved. 

5. How we will handle your complaint

5.1 The process that we follow in handling complaints is set out below:

Stage 1

Person Responsible

Creative Director/Owner

Action & Timescale

Acknowledge receipt of complaint  - 3 working days

Internal investigation - 5 working days

Contact customer for further information if required - during the internal investigation or within 3   working days afterwards

Contact customer to discuss outcome of the  investigation, the proposed resolution and confirm in writing - within 3 working days of the completion of the   investigation.

Stage 2

Person Responsible

Customer

Action & Timescale

Contact us if you do not agree with the resolution  to escalate/appeal - within 5 working days of the written confirmation of   the outcome of the investigation above.

Stage 3

Person Responsible

Creative Director/Owner

Action & Timescale

Review complaint and contact customer to discuss  further - within 2 working days of escalation of a customer  complaint.

Confirm outcome of the review and decision in relation  to the complaint/actions to be taken in writing - 

within 5 working days of contacting customer.

5.2 Please note that while we will endeavour to resolve your complaint within the timescales indicated above this might not be possible due to the nature or complexity of your complaint or where we are not able to contact you for further information for example. In these circumstances, we will keep you informed of the timescales we are working to.

6. Confidentiality and data protection.

6.1 We will ensure that all complaints are dealt with confidentially and the information you provide will only be shared with individuals with whom we need to discuss your complaint during the process outlined at 5 above.

6.2 If we would like to share details of your complaint for any other reason (such as staff training) we will ensure the details shared do not identify you.

6.3 Any personal data that we collect during the handling of your complaint will be held in accordance with the relevant data protection legislation and our privacy policy which can be found here. 

8. Policy Updates

This policy was adopted July 2022.  Our Creative Director and Owner has overall responsibility for this complaints policy and ensuring that it is regularly reviewed and updated if necessary.