Novatech Measurements Limited
Complaints Policy
This Policy
This policy explains how:
- You, the customer, can raise a complaint about our goods and services; and
- We will deal with a complaint
We will always aim to provide high-quality goods and services and to provide a high standard of customer care. We recognise however that in rare circumstances we may not get things right. It is therefore important that our customers 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 the online form on our website.
Information
Please include the following information in your complaint:
- Your full name (as contact for the complaint)
- Company name and address
- Your contact details (email and phone number)
- The type of goods and services we have provided to you
- The order number we have provided to you
- Any relevant information such as dates and times related to your order
- A key summary of the problems you have experienced and why the goods or services were not satisfactory.
What to expect
A complaint will be considered and processed during our business hours which are:
Monday to Thursday 9 am to 5 pm
Friday 9 am to 1 pm
Complaints will be dealt with by our designated complaints handling team.
Acknowledgement
We will acknowledge your complaint within 2 business days of our receipt of it.
Investigation
We will then conduct a thorough investigation into your complaint. We may need to contact you to obtain further details during the investigation.
Response
A response to your complaint will ordinarily be provided to you via email.
Once we have acknowledged a complaint, we will ordinarily provide a full response within 14 business days. Sometimes, the investigation may take longer. If this is the case, we will contact you to tell you and you will be provided with a revised timeframe 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 for you, which may include:
- A full refund
- A partial refund
- Replacement goods
- Provision of the services again
We will offer the solution which we judge is most appropriate in 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 (see below).
Other Options
We hope that we will be able to help in resolving your complaint. However, if you are not happy with the outcome of your complaint, you may wish to raise a formal dispute externally via other avenues.
We would always hope that disputes can be resolved at the lowest possible level. However, if the complaint cannot be resolved in this manner, 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.
