Complaints Policy – Cutlers Sales

At Cutlers Sales, we are committed to providing high-quality products and excellent customer service. However, we recognise that occasionally things may go wrong. When this happens, we want to hear from you so we can put matters right quickly and fairly.

How to Make a Complaint

If you are dissatisfied with any aspect of our products or services, please contact us using one of the following methods:

Phone: 01543 222 957
Email: sales@cutlerssales.co.uk

Please provide as much detail as possible, including your name, contact information, and a description of your complaint. Supporting documents or evidence (such as receipts or photos) will help us investigate more efficiently.

Our Complaints Process

Acknowledgement
We will acknowledge receipt of your complaint within 2 working days.
Investigation
Your complaint will be reviewed by a member of our team. We may contact you if we need further information.
Response
We aim to provide a full response within 10 working days. If more time is required, we will keep you informed of progress.
Resolution
Where appropriate, we will:
– Offer an explanation
– Provide a replacement, repair, or refund
– Take steps to prevent the issue from recurring

Escalation

If you are not satisfied with our initial response, you may request that your complaint be escalated for further review by senior management.

Confidentiality

All complaints will be handled confidentially and in accordance with data protection regulations.

Continuous Improvement

We value feedback and use complaints as an opportunity to improve our products, services, and customer experience.

Contact Us

If you have any questions about this policy or wish to make a complaint, please contact us:

Phone: 01543 222 957
Email: sales@cutlerssales.co.uk