E-Screen Ltd Complaints Procedure
At E-Screen Ltd, we take every complaint seriously. Our goal is to resolve any issues quickly, fairly, and to your complete satisfaction.
This procedure explains how we handle complaints and what steps you can take if you feel your issue has not been fully resolved.
How to Make a Complaint
If you have a complaint, please let us know as soon as possible. You can contact us:
- By phone: (0) 1493 543989
- By email: info@e-screen.co.uk
- In writing: Unit 9, Brinell Way, Harfreys Industrial Estate, Great Yarmouth, NR31 0LU
We will make sure your complaint is referred to the relevant department manager (e.g. Sales Manager) and our General Manager at the earliest opportunity.
Our Commitment to You
When you raise a complaint, we will:
- Acknowledge it promptly in writing.
- Clarify any points if needed.
- Carry out a full investigation.
- Keep you updated throughout.
- Share our findings and proposed solution with you.
We aim to give you a final response as quickly as possible, and always within eight weeks.
If Your Complaint Involves a Third Party
Sometimes complaints may relate to products or services from a provider or manufacturer. If so, we’ll investigate fully and, if appropriate, liaise directly with the provider on your behalf. You’ll always be kept informed.
Ongoing Investigations
If we need more time, we’ll send you a holding letter explaining the delay and confirming when you can expect our final response (no later than eight weeks from when we first received your complaint).
Our Final Response
Our final response will clearly explain:
- The outcome of our investigation.
- Any actions we’ve taken.
- Details of compensation if appropriate, including how this was calculated.
Closing a Complaint
A complaint is considered closed when we have issued our final response. However, this does not affect your statutory rights, and our aim will always be to provide a fair and reasonable outcome.
