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Customer Service Complaint

This page details our normal response to any customer service complaint.


Dear Sir/Madam,

Your complaint covers some aspect of customer service that we have provided too you, and I would like to address the customer service aspect specifically in this reply.

We set ourselves high standards for customer service, and as such we take any complaint seriously. If you feel that we have been rude, unhelpful, slow to respond, or failed in any way to provide customer service to you, then you have my sincere apologies.

The very nature of customer service is to keep the customer happy. The fact that you have taken the time to make a complaint means that we have failed. We fully accept that we have failed to provide the standard of customer service you expect and do not in any way dispute the customer service aspects of your complaint.

Please rest assured that we will look carefully at the details of your case so that we can try and improve customer service in future.

Thank you for taking the time to bring this matter to my attention. I will close the customer service aspect of your complaint. If there are any other aspects to your complaint then you will receive a separate reply.

Adrian Kennard, Director.


Reminder of contract terms

Please remember that we specifically exclude customer service from our terms and the reasonable skill and care aspects of our contract, and that you have agreed that the total compensation for any customer service issue is zero. If you believe this is not the case, and that some form of compensation is due for any customer service issue, please do let me know by reply, and this will constitute a contract dispute which I will address separately. Note that a contract dispute is something that can be very easily resolved by reference to the wording of the contract that you agreed and so does not need alternative dispute resolution. Thank you once again for taking the time to bring these issues to my attention. Your feedback is invaluable in helping us improve customer service.

As we are not in dispute with you on this customer service matter, having agreed with you that we have provided poor customer service, it would not be valid to consider taking this to Alternative Dispute Resolution (ADR) as there is no dispute to resolve.

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