th?nk believe in taking it’s customers seriously and our approved suppliers think the same.
We are committed to excellent customer service,
but accept that sometimes things can go wrong. th?nk
approved suppliers of retail
equipment do not want to hide such problems under the carpet, so they work
with you to sort out a resolution to any problems, to your total satisfaction.
This is why they are signed up to the th?nk
complaints procedure detailed below.
Complaints Procedure
If one of our customers have a problem they should make this known directly to the th?nk approved supplier as soon as possible.
The relevant th?nk approved supplier will then try to resolve your problem both speedily and amicably to your satisfaction.
If for any reason you are still not satisfied with the outcome, you should then follow the procedure as detailed below:-
- You should e mail full details of your complaint to the relevant approved supplier and send a copy to complaints@thinkretailsolutions.co.uk
- On receipt of your complaint the approved supplier will contact you within 3 days requesting any further information they may need.
- A senior manager of the approved supplier will then carry out a full investigation into your complaint
- You will receive, from the approved supplier, a full written report within a further 2 weeks. The report will include:
- the nature of the complaint;
- acceptance or rejection of the complaint;
- reason for acceptance or rejection;
- proposed resolution;
- timescale to action resolution;
- additional cost implication (if any).
- You will be asked to e mail acceptance or rejection of the proposed resolution to the approved supplier within 10 days. In the case of rejection please include the reason why. A copy of this should also be sent to complaints@thinkretailsolutions.co.uk
- In the case where you reject a proposed resolution a th?nk director will work directly with you and the approved supplier by way of arbitration to help you both find a suitable solution to the complaint.
