Complaints Handling Policy

GENERAL STATEMENT

Top Workwear UK is committed to providing a high standard of products and services. We recognise that complaints may arise from time to time and view them as an opportunity to improve our service and resolve issues fairly and promptly.

SCOPE

This policy applies to all complaints relating to products or services, including those from trade, business and consumer customers.

WHAT CONSTITUTES A COMPLAINT

A complaint is any expression of dissatisfaction relating to product quality, workmanship, order accuracy, delivery or customer service.

HOW TO MAKE A COMPLAINT

Complaints may be made by email, telephone or in writing. Customers should provide order details and supporting information where possible.

HANDLING COMPLAINTS

All complaints will be acknowledged promptly, investigated fairly and handled professionally.

OUTCOMES AND RESOLUTION

Where a complaint is upheld, remedies may include reprints, replacements, credits or refunds where appropriate.

TIMESCALES

Complaints will be handled within reasonable timescales and customers kept informed of progress.

ESCALATION

If a complaint is not resolved satisfactorily, it may be escalated to a Director.

RECORD KEEPING

Records of complaints will be maintained to support consistency and continuous improvement.

RESPONSIBILITIES

Management is responsible for overseeing complaint handling. Employees must cooperate with investigations.

MONITORING AND REVIEW

This policy will be reviewed annually.

Approved by:
Jack Howarth
Director

Review Date:
January 2026