Complaints Policy
At TwentyTwo, we strive to provide high-quality products and exceptional customer service. However, we understand that there may be instances where you have concerns or issues with our products or services. Your feedback is invaluable to us, and we are committed to resolving any complaints fairly, transparently, and efficiently.
How to Make a Complaint
If you have a complaint regarding any aspect of our products or services, we encourage you to contact us as soon as possible. You can articulate your issue on one of the following channels:
- Email: Send us an email at info@mytwentytwo.co.uk with details of your complaint, including your name, contact information, and order number if applicable.
- Phone: Call our customer support team at 0126 820 1522 during our business hours to discuss your concerns with one of our representatives.
What to Include in Your Complaint
When lodging a complaint, please provide as much information as possible to help us understand the issue and resolve it effectively. Include the following details:
- Your full name and contact information.
- Order number (if applicable).
- Details of the product or service in question.
- A clear description of the issue or concern.
- Any relevant supporting documentation or evidence.
Complaint Handling Process
Once we receive your complaint, our dedicated complaints handling team will promptly investigate the matter and work towards finding a satisfactory resolution. Our process includes the following steps:
- Acknowledgement: Upon receipt of your complaint, we will acknowledge it within 2-3 business days and provide you with a reference number for future correspondence.
- Investigation: Our team will thoroughly investigate the issue raised in your complaint, which may involve reviewing relevant records, conducting interviews, or seeking additional information.
- Resolution: We will strive to resolve your complaint as quickly as possible while ensuring a fair and equitable outcome for all parties involved. Depending on the nature of the complaint, resolution may involve issuing a refund, providing a replacement product, or offering an alternative solution.
- Communication: Throughout the complaint-handling process, we will keep you informed of the progress and any developments via your preferred method of communication.
- Closure: Once the complaint has been resolved to your satisfaction, we will close the case and document the outcome for future reference.
- Email: info@mytwentytwo.co.uk
- Phone: 0126 820 1522
- Address: 171 Hullbridge Rd, South Woodham Ferrers, Chelmsford CM3 5LN
Escalation Process
If you are dissatisfied with the outcome of your complaint or the way it was handled, you have the right to escalate the matter. Please contact our customer support team, and we will escalate your complaint to a senior member of management for further review.
Feedback and Improvement
At Twenty Two, we view complaints as an opportunity to learn and improve our products and services continually. Your feedback is invaluable to us, and we welcome any suggestions or comments you may have to help us enhance the customer experience.
Contact Us
If you have any questions or require further assistance regarding our complaints policy, please don't hesitate to contact us using the following details:
Thank you for choosing Twenty Two. We appreciate your trust and support.