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, sometimes we may not get things right first time. When that happens we want you to tell us what went wrong so we can put matters right.
We want to:
How & 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:
By email – email us at customercare@appealgroup.com including your order number within the subject line.
In writing – write to The Customer Service Manager at The Appeal Group Ltd, 6 Vale Lane, Bedminster, Bristol BS3 5SD quoting your order number.
NB: To ensure the prompt and efficient resolution of complaints we require all complaints to be submitted in writing i.e. by email or letter.
How long will it take?
We aim to resolve complaints straightaway but if we can’t, then we will write to you within five business days to tell you:
We will aim to resolve your complaint quickly 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 0117 963 7734 and ask to speak to Customer Services.
If we can’t agree a solution with you within eight weeks, we will:
Third Party referral
Our aim is to resolve all complaints internally. However if after receiving our final decision letter, you may wish to refer your complaint to either:
The British Blinds & Shutters Association (BBSA)
PO Box 232, Stowmarket, Suffolk, IP14 9AR
Email: info@bbsa.org.uk Tel: 01449 780 444
or
The Financial Ombudsman Service (FOS)
Exchange Tower, London, E14 9SR
Email: complaint.info@financial-ombudsman.org.uk Tel: 0800 023 4567
Please note: Only complaints relating to the sale of financial services should be referred to FOS. Such complaints must be referred within six months of the date of receiving our final decision letter.
