As a small business we are reliant on the trust of our customers, their loyalty and referrals. We take any disappointment in our services very seriously. Eastburn Pine Limited is committed to providing a quality product and service. We take pride in our personable, approachable service and all complaints will be handled promptly and in our usual friendly manner. We aim to ensure that:
Providing feedback, compliments or complaints is as easy as possible.
We welcome any feedback and suggestions.
We handle any complaint promptly and politely.
We learn from complaints, using them to improve our service.
We do not believe in a tiered complaints procedure. No complaint will require escalation. Our directors and shareholders are involved everyday with every aspect of the business, so all complaints will be handled promptly. If you are in any way unhappy with the service you have received from Eastburn Pine Limited please take the following steps.
Initial Complaint:
Speak openly with your initial point of contact. Your designer/project manager overseeing your service would be the best person to understand any issues that may have arisen and may offer an immediate resolution to any complaint.
Discuss with them how you think the problem can be resolved, and what you hope to achieve as a resolution.
This initial/informal complaint can be made verbally, either in person or by telephone, or in writing via email.
If you’d prefer to make a written complaint please email mail@eastburn.co.uk. Your feedback/complaint will be distributed to our directors and/or members of staff who can help.
Complaint Resolution:
We will reply to your email acknowledging receipt of your complaint within 5 working days of receiving it.
We will then investigate your complaint. This will normally involve passing your complaint to our Company Directors, who will review your complaint and speak to the team that worked on your installation.
Within 14 days of your initial complaint, either verbally or in writing, your point of contact, Project Manager or one of our Company Directors will reply via email or telephone to discuss our thoughts and suggestions on resolving your complaint.
Online Sales Complaints
For feedback/complaints regarding online sales and furniture, please contact Poppy. Call our office landline on 01535 656297, or email mail@eastburn.co.uk.
We will reply via email acknowledging receipt of your complaint within 5 working days of receiving it.
Within 14 days of your initial complaint, either verbally or in writing, your point of contact, Project Manager or one of our Company Directors will reply via email or telephone to discuss our thoughts and suggestions on resolving your complaint.
If you are not satisfied with the outcome of our complaints procedure you have the right to take the matter to the Financial Ombudsman Service (FOS):
The Financial Ombudsman Service provides a free, independent service for clients to solve disputes with not for profit debt advice providers. The Financial Ombudsman Service will only step in once a company has had the opportunity to investigate matters, so please contact us first.
If you are not satisfied with the our final response you can ask the Financial Ombudsman to review your complaint. You must do this within 6-months of the date of our final response letter.
Contact the Financial Ombudsman Service
By post:
Financial Ombudsman Service, Exchange Tower, London E14 9SR
By phone:
0800 0 234 567 – free for people phoning from a ‘fixed’ line (e.g. a landline at home) 0300 123 9 123 – free for mobile phone users who pay a monthly charge for calls to numbers starting 01 and 02.
