Our Policy
1. Making a complaint
If you are not satisfied with any aspect of our service or products you can tell us about your complaint in the following ways:
- Phone: 01536 480 504
- E-mail: info@neolithsurfaces.co.uk
- Postal & Visitor Address: Brakehill Farm, Grafton Road, Brigstock, Northants, NN14 3NB
This website is operated and managed by Rock Revelations (London) Ltd. Company Registration No: 06071090. VAT GB935192024.
2. Our objectives
We’re committed to ensuring your satisfaction, and if our service doesn’t meet your expectations, we’d love to hear from you. While we strive for excellence, we understand that things may not always go perfectly. Let us know if something went wrong, so we can take steps to resolve it.
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 quickly as possible, though more complex issues may take additional time. We’ll keep you updated, but if you’d like further information, please feel free to call and ask for the person managing your complaint. If further investigation is needed, we’ll contact you within 10 business days with the following details:
- 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