Complaints ProcedureSubmitted by admin on Tue, 02/28/2017 - 00:57
At Rejuvenate we work hard to make our customers lives simpler. We strive to ensure that all of our customers receive the highest level of service. Issues are rarely encountered, but if you want to speak to someone about a complaint, you can call us on 01202 237 273, where we will try to resolve the issue to both parties satisfaction.
If you'd prefer, you can put your complaint in writing, in the first instance, please write to the person who handled your query: that’s usually the quickest way to resolve a problem. If you’re still not satisfied, ask for your complaint to be escalated.
Information we’ll need from you
We will need:
- a clear, detailed description of what your complaint is about copies of any letters or emails related to the complaint.
- a case reference number, if you have it
- your email address or postal address (so we can reply)
We aim to respond to complaints within 5 working days. If we can’t reply to you within this time, we will let you know and tell you when you can expect a reply.
If you are not satisfied with the outcome of your formal complaint you and at least 8 weeks have passed from the date of your formal complaint to us, you may be able to refer your complaint to the external dispute resolution scheme who will investigate your complaint independently.