Simply Stoves Ltd – Complaints Procedure
Introduction
Simply Stoves Ltd is committed to delivering high-quality products and exceptional customer service. We recognise that, on occasion, customers may feel dissatisfied. This Complaints Procedure explains how we handle concerns promptly, fairly, and consistently.
How to Make a Complaint
Customers may submit a complaint to Simply Stoves Ltd using any of the following methods:
- Email: [email protected]
- Telephone: 01621 772221
- In writing: Simply Stoves Ltd, Unit 1, Hall Farm, Goldsands Road, Southminster, Essex, CM0 7JW.
- In person: By visiting our premises during business hours.
To help us investigate efficiently, we encourage customers to provide:
- Their name and contact details
- Order number, invoice number, or installation details (if relevant)
- A clear description of the issue
- Photographs, documents, or any supporting evidence
Acknowledgement of Complaint
- We will acknowledge receipt of the complaint within 2 working days.
- If a customer makes a complaint by phone or in person, we can acknowledge it verbally and follow up with written confirmation if required.
Investigation Process
- Where the complaint relates to products such as stoves, fires, or flue systems, we may need to liaise with manufacturers, delivery partners, or installers.
Installer Involvement (for Product or Warranty Issues)
If the complaint relates to the performance, installation, or operation of a stove, appliance, or flue system:
- The customer must first contact their qualified installer.
- The installer should carry out an inspection and provide a written report, including:
- A clear diagnosis of the issue
- Any parts that may be required
- Confirmation of whether the issue relates to installation, user operation, or product defect
- This inspection and report should be completed within 14 days of the issue being reported to us by the customer.
- We may not be able to progress a warranty or product-related claim until this report has been provided.
Response Time
- We aim to provide a full written response within 10 working days of acknowledging the complaint.
- If the matter is complex or we are waiting on manufacturer or installer reports, we will keep the customer updated and provide an estimated timescale.
Resolution
Possible outcomes include:
- An explanation or clarification
- Advice or corrective action
- Replacement parts or goods (where covered under warranty or consumer rights)
- A gesture of goodwill
- Confirmation that no further action is required, with reasons provided
All resolutions will be confirmed in writing.
Escalation
If the customer is dissatisfied with the outcome, they can request an internal review from a senior manager or director at Simply Stoves Ltd. We will issue a final response after the review, typically within 10 working days.
External Resolution
If the customer remains unhappy after completing the internal procedure, they can seek independent advice or assistance from:
- Citizens Advice
- Trading Standards
- An Alternative Dispute Resolution (ADR) provider, if applicable to the specific product or situation
Recording and Monitoring
Simply Stoves Ltd keeps a detailed record of all complaints, including:
- Customer details
- Nature of the complaint
- Investigation steps and evidence
- Outcome
- Timeframes
We regularly review this information to improve our products, customer service, and operational processes.
Policy Review
We review this Complaints Procedure annually, and update it sooner when changes in legislation or business practices require it.