1. Introduction
At Pleavin Petroleum, we are committed to providing excellent customer service and ensuring customer satisfaction. However, we recognise that issues or concerns may arise from time to time. This Complaint Policy outlines our procedures for addressing and resolving customer complaints in a fair and efficient manner.
2. Scope
This policy applies to all customers, including individuals and businesses, who have purchased products or services from Pleavin Petroleum.
3. Submission of Complaints
Customers may submit complaints through the following channels:
Phone: 0800 844 5111
Email: info@pleavinpetroleum.co.uk
Website: https://pleavinpetroleum.co.uk/contact/
In-person at our office: Pleavin Petroleum, Unit 1 Stadium Ct, Bromborough, Birkenhead, Wirral CH62 3RN
4. Complaint Handling Process
4.1. Acknowledgment:
Upon receiving a complaint, we will acknowledge it promptly, typically within 3-5 business days, via the same communication channel through which it was submitted. The acknowledgement will include a reference number for tracking purposes.
4.2. Investigation:
Our dedicated complaints handling team will conduct a thorough investigation into the issue raised. We may need to request additional information from the customer to assist in the investigation.
4.3. Resolution:
We will strive to resolve the complaint as quickly as possible, aiming for resolution within 3-5 business days. If additional time is required, we will communicate this to the customer along with regular updates on the progress.
4.4. Communication:
Throughout the process, we will maintain open and clear communication with the customer, keeping them informed of the status and expected resolution timeline.
5. Escalation
If a customer is not satisfied with the initial response or resolution, they may request to escalate the complaint to a higher authority within the company. We will provide contact information for the appropriate escalation point in our response.
6. Documentation
All complaints, including details of the issue, actions taken, and resolution, will be documented and retained for a minimum of 5 years in compliance with relevant data protection regulations.
7. Confidentiality
Pleavin Petroleum will treat all complaints and related information with the utmost confidentiality. Information will only be shared with individuals directly involved in the resolution process.
8. Continuous Improvement
We value customer feedback and use complaints as an opportunity to improve our products, services, and processes. Regular reviews will be conducted to identify recurring issues and implement preventive measures.
9. Contact Information
Customer Service Phone Number: 0800 844 5111
Customer Service Email Address: info@pleavinpetroleum.co.uk
Mailing Address: Pleavin Petroleum, Unit 1 Stadium Ct, Bromborough, Birkenhead, Wirral CH62 3RN
10. Review and Updates
This Complaint Policy will be periodically reviewed and updated to reflect any changes in our processes or regulations.