Our Policy
1. Making a complaint
Should you have any concerns about our service or products, you can share your complaint with us through the following channels:
- Phone: 01536 480 504
- E-mail: complaints@neolithsurfaces.co.uk
- Postal & Visitor Address: Brakehill Farm, Grafton Road, Brigstock, Northants, NN14 3NB
2. Our objectives
Customer satisfaction is at the heart of what we do, and your feedback is essential when our service doesn’t meet expectations. While we are dedicated to delivering top-quality products and exceptional service, occasional setbacks can occur. Letting us know about any issues helps us address them efficiently and prevent similar situations in the future.
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 are dedicated to addressing your complaint in a timely manner. Some issues may require more time to resolve due to their complexity, but we’ll keep you updated throughout the process. If you need further information, don’t hesitate to contact us and ask for the person overseeing your case. For detailed investigations, we will follow up within 10 business days with an update and 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