If a customer needs to make a complaint, they should first contact us by phone, email (help@andertons.co.uk), or the online form.
In most cases, the person who initially receives the complaint will resolve it. We strive to address any issues quickly and will do our best to resolve them as soon as possible.
If we cannot resolve the issue immediately, we will forward the complaint to the Duty Manager. Upon receiving the complaint, the Duty Manager will investigate and take appropriate action. The manager handling the complaint will acknowledge it within 3 working days.
The acknowledgement should include the name of the person dealing with the complaint and an estimate of when the complainant can expect a full response. Ideally, complainants should receive a definitive reply within one week. If an incomplete investigation prevents a full response within that time frame, a progress report will be sent indicating when a complete reply will be issued.
Regardless of whether the complaint is justified, the reply will describe the actions taken to investigate the complaint, the findings of that investigation, and any actions taken as a result.
If the complainant feels that their issue has not been satisfactorily resolved at this point, they can request a review by the Customer Service Manager, who will respond within two weeks.