02920 515 002


info@refreshnow.co.uk

Complaints

Our Complaints Process

Providing excellent customer service is a core priority at Refresh Now Ltd. When a client is dissatisfied with any aspect of our service, we are committed to taking prompt action, whether by offering an apology, extending a goodwill gesture, or providing appropriate compensation.

At Refresh Now, we are dedicated to continuous improvement. This document outlines the steps you should follow if you wish to register a complaint. Our complaints service is free of charge, and you will be treated with the same courtesy and respect we expect from our team.

Step 1: Lodging a Complaint (or Checking the Progress of a Complaint)

Please contact us by phone, email, or in writing, and remember to note your reference number:

We treat all complaints seriously and guarantee a full investigation. If we are unable to complete our investigation within five working days, we will update you on our progress and advise when you can expect our full response.

Step 2: Escalation to the Office Manager

If you are dissatisfied with our initial response, you may request that your complaint be referred to our Office Manager. The Office Manager will review your case, address any outstanding issues, and provide a further response within seven working days. To do so, please contact the Office Manager using your complaint reference number:

  • Phone: 02920 515002
  • Email: carlford@refreshnow.co.uk
  • Post:
    Carl Ford
    Refresh Now Ltd
    7 Caenewydd Close
    Cardiff, South Glamorgan, CF5 4TS

Step 3: Escalation to the Director

If you remain dissatisfied or believe our complaints procedure has not been correctly followed, you can request that your complaint be escalated to our Director. The Director will review our handling of your complaint and provide a final response within ten working days. Please contact the Director by phone, email, or in writing using the contact details provided in Step 2.

Step 4: External Review

Should you still be unhappy with our response or if we have informed you that we are unable to resolve your issue, you have the option to seek further review through the Alternative Dispute Resolution (ADR) Scheme via the Ombudsman. The Ombudsman will inform you of your rights and the possible next steps, including any costs that may be incurred. Please note that you are required to have followed our internal complaints procedure before contacting the Ombudsman.

Additional Information

To help us resolve your complaint more efficiently, please provide any additional information (such as reference numbers) that may assist in the investigation.

We also utilise feedback gathered from complaints to identify areas where our service can be improved. For further details, please refer to the full version of the Code of Practice, available at www.tpicodeofpractice.co.uk.