HDG

Complaints Procedure

We've never had a complaint, and we hope it remains that way. However, as a sign of our professional approach to business and our responsibilities, we have a complaints procedure in place:

If there is any aspect of our service that you are not entirely happy with, and we cannot agree on a remedy there and then, we invite you to express your concerns in writing.

We will aim to respond within 5 working days, listing the following:

• Our understanding of your complaint
• Our explaination of the situation that caused the complaint to arise
• Proposed remedy or remedies that we feel are fair

In the unlikely event that we are unable to agree on a remedy within one month of receiving your written complaint, we will provide you with details of any official bodies (such as the PCA or Trading Standards) that can help mediate a solution.  Indeed, we may contact one of these bodies ourselves if we feel it is appropriate.

To date, we have never had to put this procedure into place - happy customers are repeat customers.