Customer Complaints Policy

Perfect Wood Ltd.

Last updated:

Contents

Introduction

At Perfect Wood Ltd., we are committed to delivering high-quality products and excellent customer service. We recognise that issues can arise and we welcome the opportunity to put things right. This policy explains how we handle complaints in a fair, timely, and transparent way.

Purpose

  • Ensure all complaints are handled consistently, promptly, and fairly.
  • Provide clear guidance on how to raise a complaint.
  • Use feedback to continuously improve our services.

Scope

This policy applies to all customers—individual consumers and business clients—who wish to raise a concern about our products or services.

How to Make a Complaint

You can contact us via:

Please include: your contact details, a clear description of the issue, any relevant order numbers, and supporting evidence if available.

Response Time

  • Acknowledgement: within 2 business days
  • Investigation & response: within 10 business days
  • If more time is needed, we will keep you updated.

Our Commitment

  • Listen empathetically
  • Investigate thoroughly
  • Respond fairly and impartially
  • Seek a satisfactory resolution

Possible Resolutions

  • Replacement of products
  • Refunds
  • Apologies or explanations
  • Other appropriate remedies

Escalation

If you are not satisfied with our response, you may escalate your complaint to an Alternative Dispute Resolution (ADR) provider or the UK Ombudsman Service:

UK Ombudsman Service
Website: www.ombudsman.org.uk
Phone: 0800 023 4567

You may also seek advice from Citizens Advice or other relevant consumer protection bodies.

Data Protection

Your personal data will be handled in accordance with the UK GDPR and our Privacy Policy.

Review of Policy

This policy is reviewed annually to ensure it remains effective and compliant with current regulations.

Complaints Form

Please use the form below to send us a message. We’ll respond as soon as possible.

Complaint

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