LAST REVISED: 11/04/2019
At Wedding Savings Ltd, each of our customers is important to us, we believe you have the right to a fair, swift and courteous service at all times. We will do our utmost to provide you with the highest level of service and customer care at all times, however, we are fully aware that at times, things can go wrong and we may fail to meet your expectations. Our complaints procedure allows us to deal with complaints fairly, effectively, consistently and most of all promptly.
If we are unable to resolve the matter on the same day or by close of business the following day after your complaint has been logged, we will follow the process detailed below:
1) On receipt of the complaint, be it by telephone, email, letter or by fax, an independent party within the company will look at the matters raised and we will acknowledge your complaint within 5 working days from receipt of your complaint.
2) We will investigate your complaint and endeavour to send a final response to you within 4 weeks of receipt. If we are unable to provide you with a final response within this time we will send you an update.
3) We will endeavour to send a final response to you within 8 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.