If you need to make a complaint

If you’re not completely happy with our service we’d like to hear about it so we can do something to put it right.

We do everything we can to make sure our customers get the best products and service possible. However, sometime we may not get things right the first time. When that happens, we want you to tell us what went wrong so we can put matters right.

We want to:

• Make it easy for you to tell us what went wrong;

• Give your complaint the attention it deserves;

• Resolve your complaint fairly without delay; and

• Make sure you are satisfied with how your complaint was resolved.

How and where to complain

If you are not satisfied with any aspect of our service or products you can tell us about your complaint in the following ways:

• In writing – write to us and address your letter to The Customer Complaint Manager.

Send this to our office at the following address:

The Handle Studio Ltd
Unit 4 Alyn Court
Rhosddu Industrial Estate
Wrexham
LL11 4YL

• By telephone – call us on 01978 660021 during our office hours Monday to Friday 9am to 4pm

• By email – send your email to enquiries@thehandlestudio.co.uk and mark it for the attention of the Complaints Department

How long will it take

We aim to resolve your complaint straight away but if we can’t, then we will write/email you within three business days to tell you:

• When we will contact you again

• Why we have not resolved your complaint

• Who is dealing with your complaint

We will aim to resolve your complaint quickly, generally 1-5 working days but it may take longer if it is complex.

We will keep you informed on a regular basis but if you need an update please call us on 01978 660021 and ask to speak to the person handling your complaint.

If we cannot reach agreement with you?

If we can’t agree a solution with you within two weeks, we will:

• Send a letter and/or email giving our reasons for the delay and an indication of when we expect to provide a final decision.

OR

• Issue our final decision letter and/or email which will explain our final position.

Our aim is to resolve all complaints internally. However, if after receiving our final decision letter, and you are not satisfied with the outcome, we would encourage you to contact your local Trading Standards office. If you prefer you can contact The Citizens Advice Consumer Helpline, they offer free, confidential, impartial and independent advice at www.citizensadvice.org.uk/consumer and is contactable on 03454 04 05 06.

Kind Regards,

The Handle Studio Team.

The Handle Studio Ltd
Unit 4 Alyn Court
Rhosddu Industrial Estate
Wrexham
LL11 4YL

www.thehandlestudio.co.uk
Company Registration No: 7482932
enquiries@thehandlestudio.co.uk
01978 660021
Office hours 9am to 4pm Monday to Friday