Complaints Assistance

What to do should you have a problem regarding your purchase.

We will always aim to provide high quality goods and to provide a high standard of customer care. We recognise however that sometimes we may not get things right and as such, it is important that you can raise any issues or complaints with us.

The following information explains how:

• You, the customers, can raise a complaint about our goods
• How we will deal with complaints

How to make a complaint.

Should you have an issue with any aspect of your purchase from Insignia Showers, please contact us, with the following initial information, as soon as possible.

Contact should be made via email to [email protected] or through our online ticket support portal.

You can also make your complaint in writing to us at the following address.

Insignia Showers
9a Deans Road, Old Wolverton
Milton Keynes
MK12 5NA

If you need to speak with someone via telephone, please call the Insignia Customer Service Team on 01908 317 512.

Please include the following information in your complaint:

• Your full name
• Your contact details (telephone and email)
• The fact that you are raising a complaint
• Any relevant dates and times which are relevant to your complaint
• The type of goods we have provided to you
• Any order or reference numbers we have provided to you
• A key summary of the problem or problems you have experienced and why the goods or any related customer services were not satisfactory
• Any key supporting evidence. Example: 3rd party written evaluation

What to expect

Complaints will be processed and looked at during our business hours which are:
Monday - Friday: 9am - 5pm. We are closed weekends and bank holidays.

All complaints will be dealt with by our Complaints Manager.

Step 1 : Acknowledgement : We will acknowledge your complaint within 14 business days of our receipt of it.

Step 2 : Investigation : Our Complaints Manager will then conduct a thorough investigation into your complaint. Our Complaints Manager may need to contact you in order to obtain further details during the investigation.

Step 3 : Response : A response to your complaint will ordinarily be provided to you via email. Our Complaints Manager will ordinarily provide the full response within 28 business days of our receipt of your complaint. Sometimes, the investigation may take longer. If this is the case our Complaints Manager will contact you to tell you, and you will be provided with a revised timeframe within which you should expect to receive a response. You will receive regular updates thereafter.

Our Complaints Manager may agree with all or some of your grounds of complaint. If this is the case, we will aim to offer a satisfactory solution to you, which may include:

• A full refund
• A partial refund
• Replacement goods

We will offer the solution which our Complaints Manager judges is most appropriate in the circumstances. The above examples are the usual solutions we may offer, although there may be occasions where we offer a different resolution where this is appropriate. If our Complaints Manager does not agree with your grounds of complaint, you will be provided with full details to explain why this is the case. If you are unhappy with this decision, you may wish to progress matters externally. We would always hope that disputes can be resolved at the lowest possible level. However, if the complaint cannot be resolved in this manner, you may wish to obtain legal advice and/or explore other legal remedies which may be available to you. Information about your legal rights as a consumer can be found on the Citizens Advice Bureau website.

Confidentiality

Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Insignia Showers maintain confidentiality. However, the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own facts). Should this be the case, the situation will be explained to the complainant.

Data Protection

We need your consent to use your personal information. Our use of that information is subject to the General Data Protection Regulation 2016. If you think that we have used or got your information wrong, please tell us in order correction is made.