Complaints Procedure

WE DELIVER.

SERVICE EXCELLENCE

OUR CUSTOMER COMPLAINTS CODE OF PRACTICE

CONTACT US STRAIGHT AWAY

We hope that you are pleased with the service you receive from us but if there’s something you’re not happy with, we’d like you to tell us as soon as possible so that we can put matters right. We welcome all comments and suggestions so that we can continue to offer the best possible service.

Most matters can be dealt with by making contact with your local representative or your local branch, setting out what has gone wrong and
what you would like us to do to put it right. They will do their best to resolve the matter quickly and keep youup to date.

UNHAPPY WITH OUR RESPONSE?

Our aim is to resolve every complaint promptly. If for any reason you are not satisfied with our response please contact us and let us know. We can then review your complaint and our response and where necessary will escalate the complaint within the company.

HOW TO CONTACT US

Online Feedback Form
Visit us on www.fpsdistribution.com/contact-us/ and fill in the feedback form.

Telephone Us
Customer Services Team
01789 413050
Mon – Thurs: 8am – 5.30pm
Fri: 8am – 4.30pm

Email Us
Customer Services Team
info@fpsdistribution.co.uk

Write To Us
Head of Client Services
FPS, Bridge House,
3 Timothy’s Bridge Road,
Stratford Enterprise Park,
Stratford-upon-Avon,
Warwickshire,
CV37 9NQ

Please remember to include:
o Your name
o Your address
o Your account number with us
o A contact number
o What you need us to do to resolve it

WHAT HAPPENS NEXT?

We will do all we can to provide you with the most appropriate response suitable to your complaint and to ensure, where possible, that your complaint is resolved to your satisfaction.

We will ensure that your complaint is investigated by the person within the business that is best placed to resolve your complaint. We will normally get back to you by phone, but if this is not possible, we will respond in writing.

HOW LONG WILL I HAVE TO WAIT?

2 Days
Our aim is to respond to your complaint straight away but if we can’t, we will acknowledge your complaint within 2 working days and if appropriate speak to you in person to help clarify any details.

1 Week
After the initial review, we hope that your complaint won’t need to be escalated but if we have been unable to resolve it within 5 working days we will update you on the progress and escalate the issue.

2 Weeks
One of our Managers will review your complaint and attempt to resolve the issue as quickly as possible. We endeavour to keep you updated within 10 working days.

1 Month
In exceptional circumstances where your complaint is particularly complex or involve a 3rd party supplier, matters may take up to 30 working days to resolve. We will always explain why this may be the case and escalate your complaint by raising it to a Director. After 30 business days you may be eligible to contact the Ombudsman Services to discuss your complaint.