The Wood Stove Shop - Complaints Procedure

At The Wood Stove Shop, we strive to provide exceptional service, but we understand that sometimes things can go wrong. If you are dissatisfied with our products or services, we encourage you to reach out so we can address your concerns promptly.

How to Lodge a Complaint

  • Written Complaints:
    Complaints can be sent via post to:
    The Wood Stove Shop, 59 Quay Street, Minehead, Somerset, TA24 5UL
    Alternatively, email us at orders@thewoodstoveshop.co.uk.
  • Verbal Complaints:
    You can call us at 07479 967248 during our business hours.

Receiving Complaints

Complaints may be submitted through our publicised channels or other methods, including social media. Regardless of how a complaint is received, our team will handle it with care and professionalism.

If a complaint is received in person or by phone:

  • The facts of the complaint should be documented accurately.
  • The complainant’s name, contact details, and the nature of their relationship with The Wood Stove Shop should be noted.
  • The complainant will be informed about our complaints procedure, the steps involved, and the expected timeframe for resolution.
  • Where applicable, the complainant may be asked to provide a written account via email or post to ensure clarity.

Resolving Complaints

Stage One – Initial Resolution

In many cases, complaints can be resolved swiftly by the team member responsible for the area of concern. If so, they are encouraged to handle the issue promptly. Regardless of resolution, all complaints should be logged and passed to the Team Manager within five working days.

The Team Manager will record the complaint in our Complaints Logbook and, if unresolved, assign it to an appropriate team member for investigation. If the complaint involves a specific staff member, they will be notified and given an opportunity to respond.

  • Acknowledgement: All complaints will be acknowledged within five working days. This acknowledgment will include contact details of the handler and an estimated timeline for resolution.
  • Investigation: A detailed investigation will be conducted, and the complainant will ideally receive a full response within one month. If a delay occurs, a progress update will be provided.

The response will outline:

  1. The steps taken during the investigation.
  2. Conclusions drawn from the findings.
  3. Any corrective actions or measures implemented.

Stage Two – Escalation

If the complainant remains dissatisfied with the outcome at Stage One, they may request a review at a higher level.

At this stage:

  • The complaint will be referred to the Owner of The Wood Stove Shop or a designated senior staff member.
  • Acknowledgment of the escalation will be sent within five working days, providing details of who will handle the case and the expected timeframe for a response.
  • The reviewer may reassess all evidence, speak with those involved, and conduct a thorough investigation.

The complainant will receive a definitive reply within one month unless further investigation is needed, in which case a progress update will be provided. This reply will detail the investigation’s findings, conclusions, and any further actions taken.

The decision made at this stage is final, unless it is deemed necessary to seek external assistance for resolution.

External Complaints

If you believe your complaint has not been resolved satisfactorily, you may escalate the matter to external organisations. For example, if your complaint relates to financial transactions, you may contact the Financial Ombudsman Service at www.financial-ombudsman.org.uk.

Variation of Procedure

The procedure may be adjusted by the Owner when necessary to avoid conflicts of interest or in unique circumstances, such as those involving third parties.

Monitoring and Continuous Improvement

To ensure we maintain high standards, all complaints are reviewed on an annual basis to identify trends and areas for improvement. We use this feedback to refine our operations and better serve our customers.

Thank you for helping us maintain our commitment to excellent customer service. If you have any questions about this process, feel free to contact us at orders@thewoodstoveshop.co.uk or by phone at 07479 967248.