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Terms & Conditions

Terms and Conditions - Complaints and Zero Tolerance for Abuse Policy

1. Complaints Handling:

a. We welcome and value feedback from our customers. If you have any concerns or complaints regarding our products or services, please follow our complaints procedure or contact our customer support team on 01302 578422.

b. We will make every effort to address and resolve your complaint in a timely and efficient manner.

2. Submission of Complaints:

a. Complaints can be submitted in writing via email or postal mail to the provided contact information.

b. Include relevant details such as your name, contact information, nature of the complaint, and any supporting documentation.


3. Zero Tolerance for Abuse:

a. We do not tolerate any form of abuse, including but not limited to, verbal abuse, threats, harassment, or any other disrespectful behaviour.

b. Abuse towards our staff, whether in person or over the phone, will not be tolerated under any circumstances.


4. Consequences of Abuse:

a. If a customer engages in abusive behaviour, we reserve the right to terminate any ongoing interaction and cease providing services.

b. Legal action may be taken against individuals who engage in abusive behaviour.


5. Communication Standards:

a. All communication, whether in person or over the phone, should be conducted in a respectful and professional manner.


b. We reserve the right to record phone conversations for quality assurance and training purposes.

6. Confidentiality:

a. All complaints and related information will be treated with the utmost confidentiality.


b. Personal information will be handled in accordance with our privacy policy.

7. Resolution and Follow-up:

a. We will make reasonable efforts to investigate and resolve all complaints in a fair and transparent manner.

b. A written response will be provided to the complainant, detailing the outcome of the investigation and any actions taken.



8. Amendments to Terms and Conditions:

a. These terms and conditions may be amended from time to time without prior notice.

Please check our website for the most up-to-date version.

By submitting a complaint, you acknowledge that you have read, understood, and agreed to these terms and conditions, including our zero-tolerance policy for abuse. We appreciate your cooperation in maintaining a respectful and constructive communication environment.

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