Feedback

We always aim to provide the highest standard of care in our goods and delivery services, and your views are important to us.

Making a suggestion

Anyone receiving goods or services, and their friends/ family, may make a suggestion. If the suggestion is something that C Supplies Ltd as a company needs to consider, you can send it to:

Donna Stay
C Supplies Ltd
Unit 5
Trent Court
Sherbourne
Dorset
DT9 4AY

customer.service@csupplies.co.uk

Making a complaint

If you would like to make a complaint, instead of a suggestion, we aim to handle this quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the service we provide. We treat all complaints in confidence. Anyone affected by C Supplies Ltd.’s products or services can make a complaint and a representative may complain for the affected person if they:

• are deceased
• cannot make a complaint themselves, or
• have given consent for the representative to act on their behalf

If you are not happy about making a complaint yourself and you do not know someone who can talk or write to us on your behalf, we will be happy to find someone from an independent organisation to act as an advocate for you.

How you can make a complaint

You can complain:

• by telephone
• through a member of our staff
• through an advocate or representative
• by letter
• by email

Anonymous complaints

We deal with anonymous complaints under the same procedure. However, it is better if you can provide contact details, so we can tell you the outcome of our investigation.

Responsibility

The Managing Director has overall responsibility for dealing with all complaints made about the company.

We will provide as far as is reasonably practical:

• any help you need to understand the complaints procedure; or
• advice on where you may get that help.

How we handle complaints

One of the management team will investigate the complaint. That person will have enough seniority and experience to deal with the issues raised by the complaint.

We will acknowledge a complaint within 3 working days and give you the name and contact details of the person investigating it.

We will keep you informed about the progress of the investigation. We aim to have the process for a complaint complete within 28 working days, unless we agree a different time scale with you.

When we have finished investigating, we will write to you with:

• details of the findings;
• any action we have taken; and
• our proposals to resolve your complaint.

Time limits

You should complain as soon as you can after the date on which the event occurred or came to your notice. If you complain more than twelve months later, we may not be able to investigate properly. But we shall also consider whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.

Further steps

At any stage during the process, if you are not happy with the way we are dealing with your complaint you can contact the Customer Service Manager, Donna Stay:

C Supplies ltd
Unit 5
Trent Court
Sherbourne
Dorset
DT9 4AY

customer.service@csupplies.co.uk

Once we have dealt with your complaint, if you are not happy with the outcome you can refer your complaint to the Local Government Ombudsman (LGO) and ask for it to be reviewed. The LGO provides a free independent service.

You can contact the LGO at:

Tel: 0300 061 0614

Website:www.lgo.org.uk

NB: The LGO will not normally investigate a complaint until the provider has had an opportunity to respond and resolve matters.

*We can provide this policy in other languages or in other formats on request.