Complaints Policy
Purpose of This Policy
This policy outlines:
- How you, as a customer, can raise a complaint regarding our products and services.
- The process we follow to address and resolve complaints.
At Proex Limited (CaterX), we are committed to providing high-quality products and excellent customer service. However, we acknowledge that there may be occasions when we do not meet expectations. We encourage you to inform us of any concerns so we can address them promptly.
How to Submit a Complaint
If you wish to file a complaint, please contact us via email at info@caterx.co.uk.
Required Information
To help us process your complaint efficiently, please include the following details:
- Your full name
- Your contact details (telephone and email)
- A clear statement that you are submitting a complaint
- Any relevant dates and times related to the issue
- Product codes of any affected goods
- Your order ID number
- A summary of the problem and the reason for your dissatisfaction
What to Expect
Processing Time:
Complaints are reviewed during our business hours:
Monday to Friday, 9 AM – 5 PM
Our dedicated complaints team will handle all submissions.
Acknowledgment:
We will acknowledge receipt of your complaint within three business days.
Investigation:
A thorough investigation will be conducted, and we may contact you for additional details.
Response:
Once acknowledged, we aim to provide a full response within 14 business days. If the matter requires a more extensive investigation, we will notify you with an updated timeframe and provide regular progress updates.
Possible Resolutions:
If we determine that your complaint is valid, we will offer an appropriate resolution, which may include:
- A full or partial refund
- A coupon for use on our website
- Replacement of goods
The resolution offered will depend on the circumstances of the complaint. In some cases, alternative solutions may be provided where deemed suitable.
If we find that your complaint does not warrant corrective action, we will provide a detailed explanation of our decision. Should you disagree with this outcome, you may consider escalating the matter externally.
Escalation Options
Ombudsman Services:
If you are not satisfied with our response, you may escalate the dispute to an independent ombudsman service. The Financial Ombudsman Service is available to assist with complaints related to our goods and services.
You can request a deadlock letter from us confirming that no further resolution can be reached. Alternatively, if your complaint remains unresolved after eight weeks, you have the right to refer it to the ombudsman.
Upon receiving a deadlock letter or after the specified time period, you will have six months to take the matter further. Additional details, including time limits and eligibility requirements, can be found on the Financial Ombudsman Service website.
Legal Action
We always strive to resolve complaints efficiently and fairly. However, if the issue cannot be settled through the above methods, you may wish to seek legal advice regarding alternative legal remedies available to you.
