Fireplace World Customer Charter
It is the aim of our Company for every customer to experience an exceptional standard of customer service each time they come into contact with the organisation.
To ensure our customers' experience reflects this aim we are prepared to share our definition of excellent customer service:
- Our customers can expect the product they purchase to be the product they receive and that it will be fit for the purpose
- Our customers can expect us to do what we say we will do:
- Contact within 7 working days to arrange your delivery
- Delivery of your product within the advertised lead time or we will advise you of any delays
- Our customers can expect their order to be handled by helpful and experienced staff who will answer any questions from sales, delivery and after sales both knowledgably and promptly
- Our customers can expect our staff to fulfil their promises to you
- Our customers can expect our product literature to be accurate and all points of access to our products to provide sufficient information to enable informed purchasing decisions to be made
- Our customers can expect our home delivery team to fulfil the promise to contact before 8:30am and approximately one hour before arrival at their property on the day of delivery
- Our customers can expect a speedy resolution to any comment or complaint they may have about our products or service
- Our customers can expect, if we let them down, to be told honestly the reasons for the situation and how we intend to rectify the problem
However with customer rights come responsibilities and we expect our customers to provide accurate information relating to their address details, contact telephone numbers and access information to enable trouble free deliveries.
Whilst it is our stated aim, we also realise there may be times when a customer may be dissatisfied if something is not as expected. We welcome the opportunity to be able to investigate and resolve the matter.
Comments, compliments and complaints:
Comments provide ideas on how we can improve our products or service
Compliments tell us when our customers are happy or delighted with our products or service and when customers take the time to tell us how delighted they are we pass this feedback on to the staff who have been handling their purchase
Complaints tell us when our customers have been disappointed with our product or service in some way
How to give us comments, compliments or make a complaint:
- Contact the senior member of staff at the point of purchase
- Contact us by telephone on 0844 8809 301
- Email: customer.support@firedupgroup.co.uk
- Write to: Organisation Development Director, Fired Up Buildings, St Thomas Road, Longroyd Bridge, Huddersfield, HD1 3LF
How we will respond to your complaint:
- We will acknowledge receipt of the complaint either by email or letter within 48 hours of receipt
- We will carry out an investigation into the complaint and aim to reply within 14 working days
- If it is not possible to resolve the complaint within the timescale we will let the customer know the reason for the delay and when we aim to have rectified the situation