Where Saints Go Customer Complaints Policy

1. Purpose At Where Saints Go, we are committed to providing exceptional products and customer service to our precious saintly customers. We value feedback and strive to resolve any concerns in a fair, timely, and transparent manner. This Customer Complaints Policy outlines our process for addressing customer complaints, including those related to distance selling regulations.
2. Scope This policy applies to all customers who wish to raise a complaint about our products, services, or the overall shopping experience, including purchases made online through distance selling.
3. How to Make a Complaint Customers can contact us through any of the following methods:

• Email: [email protected]
• Phone: 0161 368 9638
• Post: Where Saints Go, Westbury Street, Hyde. SK14 4QP

When submitting a complaint, please provide the following details to help us process your concern efficiently:

• Name and contact information
• Order number (if applicable)
• Details of the complaint, including the product or service in question
• Supporting evidence (photos, invoices, or email correspondence, if available)

4. Acknowledgement and Response Timeline

• Acknowledgement: We will acknowledge receipt of your complaint within 2 working days.
• Investigation: We aim to thoroughly investigate the complaint within 7 working days.
• Resolution: A final response or proposed resolution will be provided within 14 working days.

In cases where we require more time, we will keep you informed of the progress and provide an updated timeline.

5. Complaint Resolution Process Upon receipt of your complaint, we will:

• Review the information provided
• Investigate the issue by consulting relevant team members
• Propose a resolution, which may include:
• Replacement or repair of defective products
• Refunds in accordance with our Returns Policy
• Apology and/or corrective actions

If you are not satisfied with the resolution offered, you may request an escalation to a senior manager.

6. Distance Selling Regulations In accordance with the Consumer Contracts (Information, Cancellation, and Additional Charges) Regulations 2013, customers purchasing products online are entitled to the following rights:

• Right to Cancel: Customers may cancel their order within 14 calendar days from the date they receive the goods.
• To exercise this right, customers must notify us in writing via email or post.
• A refund will be issued within 14 days of receiving the returned goods or evidence of their return.
• Return Condition: Products must be returned in their original condition and packaging to qualify for a refund.
• Exclusions: The right to cancel does not apply to bespoke or personalised items.

7. Escalation to External Bodies If a customer remains dissatisfied after exhausting our internal complaints process, they may seek external resolution through the following channels:

• Alternative Dispute Resolution (ADR): Contact an approved ADR body.
• Trading Standards: Seek advice from local Trading Standards authorities.
• Consumer Ombudsman: File a complaint with the Consumer Ombudsman service.

8. Continuous Improvement Where Saints Go values customer feedback and uses complaints as an opportunity to improve our products and services. We regularly review our complaints policy and procedures to ensure they remain effective and aligned with customer needs and legal requirements.

Contact Information Where Saints Go
Westbury Street
Customer Service Hotline: 0161 368 9638
[email protected]