Our Policy
1. Making a complaint
If you’re unhappy with any part of our service or products, please let us know by using one of the following methods:
- Phone: 01536 480 507
- E-mail: complaints@dektonworktops.co.uk
- Postal & Visitor Address: Brakehill Farm, Grafton Road, Brigstock, Northants, NN14 3NB
2. Our objectives
Your satisfaction is important to us, and if our service falls short, we value your feedback to help us improve. While we strive to deliver top-quality products and services, we recognise that issues can sometimes occur. Sharing your concerns allows us to address them quickly and work towards a resolution.
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;
- Make sure you are satisfied with how your complaint was resolved.
3. How long will it take?
We aim to resolve your complaint as swiftly as possible, though some matters may take additional time to investigate. We will keep you updated throughout the process, but if you require further information, feel free to contact us and ask for the person handling your case. For more complex issues, we’ll get in touch within 10 business days to provide an update and outline the next steps.
- Complaints Handling Procedure -Why we have not resolved your complaint
- Who is dealing with your complaint
- When we will contact you again
4. Reaching an agreement
If we can’t agree a solution with you within eight weeks, we will:
- Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision
- Issue our final decision letter which will explain our final position
- Through a mediation service to resolve the matter