Complaints policy and procedure
This policy explains how:
- you the consumer can raise a complaint about our goods; and
- how we will deal with the complaint.
We will always aim to provide high quality goods and a high standard of customer care. We recognise however, that sometimes we may not get things right and as such, it is important that you can raise any issues or complaints with us.
How to make a complaint
If you would like to make a complaint, you can do so via email to info@theblackcardcompany.com
Information
Please include the following information in your complaint:
- Your full name
- Contact details (telephone and email)
- The fact that you are raising a complaint
- Any relevant dates and times which are relevant to your complaint
- Any order reference numbers we have provided to you
- A key summary of the problem(s) you have experienced and why the goods or any related customer services were not satisfactory.
Acknowledgement
We will acknowledge your complaint within 5 business days of our receipt of it.
Complaints will be processed and looked at during our business hours which are Monday – Friday, 9am–5pm
Complaints will be dealt with by our dedicated complaints handling team.
Investigation
We will then conduct a thorough investigation into your complaint. We may need to contact you in order to obtain further details during the investigation.
Response
A response to your complaint will ordinarily be provided to you via email. We will ordinarily provide the full response within 14 business days of the receipt of your complaint. Sometimes the investigation will take longer. If this is the case we will contact you and tell you, and you will be provided with a revised time frame within which you should expect to receive a response. You will receive regular updates thereafter.
We may agree with all or some of your grounds of complaint. If this is the case. We will aim to offer a satisfactory solution to you, which may include:
- a full refund
- a partial refund
- a discount code for future goods
- replacement goods
We will offer the solution which we judge is most appropriate for the circumstances. The above examples are the usual solutions we may offer, although there may be occasions where we offer a different solution where this is appropriate.
If we do not agree with your grounds of complaint, you will be provided with full details to explain why this is the case. If you are unhappy with this decision you may wish to progress matters externally.
We would always hope that disputes can be resolved at the lowest possible level. However if the complaint cannot be resolved in this matter, you may wish to obtain legal advice and/or explore other legal remedies which may be available to you.
Please contact us if you wish to invite us to engage in any method of alternative dispute resolution. Information about your legal rights as a consumer can be found on the Citizens Advice Bureau website.
Last updated on
22 April, 2024