At Cornish EPOS & IT Services LTD, we aim to provide the highest level of service and support to all our customers. We value your feedback and take all complaints seriously. We aim to resolve any issues quickly and fairly, ensuring you are satisfied with our products and services. This procedure outlines the steps you can take to submit a complaint and the process we will follow to address it.
How to Make a Complaint
You can submit a complaint through the following channels:
- Email: Send your complaint to support@cornishservices.co.uk
- Phone: Call our customer service team on 0800 112 0002
- Online Form: https://www.cornishservices.co.uk/contact-us/
- Post: Write to us at 8B Duchy Business Centre, Wilson Way, Pool, Redruth, TR15 3RT
When submitting a complaint, please provide as much detail as possible, including the product or service involved, a description of the issue, any steps already taken to resolve the issue (if applicable), and any supporting documents or evidence (e.g. screenshots or photos).
Acknowledgment of Complaint
Once we receive your complaint, we will acknowledge it within 2 working days. If further information is required, we will reach out to you to ensure we fully understand your concern. We will keep you informed about the status of your complaint throughout the process.
Investigating the Complaint
After acknowledging your complaint, we will conduct a thorough investigation into the issue. This may involve; reviewing any related documentation or communication, speaking with relevant team members or departments, and/or analysing any technical or system-related issues if relevant to your EPOS system. We aim to complete this investigation within 14 days.
Resolution and Outcome
Once the investigation is complete, we will contact you with a resolution which will be at the discretion of Cornish EPOS & IT Services LTD. Depending on the nature of the situation, the resolution may include one or more of the following: a full explanation of the findings and any actions taken, a solution to technical or service-related issues, return of your equipment in full working order, or replacement of the product, or a partial or full refund. If we are unable to resolve the complaint immediately, we will provide you with an estimated timeline for when the issue will be addressed.
Escalation Process
If you are not satisfied with our initial response or resolution, you have the option to escalate the matter. In this case please contact Harriet Teagle, our Creative Director, at office@cornishservices.co.uk.
If the issue remains unresolved after exhausting all available options, the complaint can be referred to an Alternative Dispute Resolution (ADR) provider or an Ombudsman Service. There are several providers available, but most ombudsman schemes are members of the Ombusman Association.
For advice, you can contact:
Citizens Advice Consumer Service
Tel. 0345 404 0506
Preventing Future Complaints
We are committed to improving our products and services based on your feedback. After resolving your complaint, we will assess the situation and make any necessary improvements to prevent similar issues in the future.
Closing the Complaint
After the resolution is agreed upon, we will consider the complaint closed and send you confirmation. You will receive a final confirmation from us stating that the matter has been resolved, and the case will be archived. If the issue arises again in the future, you can always reopen the complaint.
We appreciate you taking the time to share your concerns with us. At Cornish EPOS & IT Services LTD, we are dedicated to resolving all complaints in a fair and efficient manner. Please be assured that your complaint will be handled with the utmost priority and professionalism.
If you need any further assistance, please feel free to contact us on 0800 112 0002. We value your business and are committed to ensuring your satisfaction.