Customer Complaint Procedure
PlumbNation aims to provide excellent quality of service to customers throughout their order. However, if for any reason you are dissatisfied with the service you have received we have established a formal complaints procedure to assist you in bringing your complaint to a satisfactory conclusion.
It is accepted that the majority of customer complaints will be made informally to front-line members of PlumbNation and will be resolved at this stage without the need for further action. However, should the complaint not be resolved at this stage, it will be necessary to invoke the formal complaints procedure.
How do I make a complaint?
Before making a formal complaint we would advise you to attempt to resolve this issue through our customer service department allowing us a final opportunity to resolve the issue.
To raise a complaint please email firstname.lastname@example.org.
Complaints Department Review
Your complaint will be investigated by our Complaints Department for goods/services purchased. They will make every effort to investigate and resolve your complaint and provide a response within 14 days.
This decision within PlumbNation is final and no further investigation and/or complaint resolution shall be offered.
If you are still unhappy with the resolution provided you do have the right at this point to escalate your complaint further through an Alternative Dispute Resolution team.
Please be aware that the Alternative Dispute Resolution provides a 3rd party mediation between you as the consumer and PlumbNation Limited and is a quicker and cheaper alternative to court, where consumers and traders can resolve their disputes.
If you would like to make a complaint for review through the Alternative Dispute Resolution please make this request through our complaints team who will be more than happy to offer mediation and instructions on how you can move this request forward.
Please also be aware that the Alternative Dispute Resolution will then work with PlumbNation Limited and will aim to resolve your complaint within 90 days.