At Allan Stobart Lubricants & Fuels we strive to offer excellent customer service at all times.
However, we recognise that on occasions we may not live up to our high standards.
To ensure we deal with any concerns you may have as effectively as possible we have produced our Complaints Procedure.
All complaints will be dealt with and investigated in a timely manner. We aim to respond to all complaints within two working days. The information will be handled sensitively and in line with any data protection requirements.
Aims of the Complaints Procedure
Our Complaints
Procedure aims to:
1. Provide a fair and simple process for handling
complaints.
2.
Publicise the existence of our complaints
procedure so that people know how to contact us to make a complaint.
3.
Make sure everyone at WCF Chandlers knowns what
to do if a complaint is received.
4.
Make sure all complaints are investigated fairly
and in a timely manner.
5.
Make sure that complaints are, whenever
possible, resolved and that relationships are repaired.
6.
Gather information which helps us to improve
what we do.
How to contact us
Post: Allan Stobart Lubricants & Fuels, Low Currigg, Raughton Head, Dalston, Carlisle, Cumbria CA5 7DX
Telephone: 016974 76575
Email: adminoffice@allanstobart.co.uk
STEP 1
We will always look to resolve your complaint at the first point of contact. The person answering your call will attempt to resolve matters with you whilst you are on the call.
However, if necessary, your complaint will be escalated to a manager.
If a letter or email is sent, the relevant staff member will
acknowledge receipt within two working days and aim to resolve your complaint
within five working days.
STEP 2
We would like to resolve your complaint at STEP 1. However, if you do not receive a satisfactory response then you can raise the issue with our Customer Service Manager who can be reached at:
Allan Stobart Lubricants & Fuels, Low Currigg, Raughton Head, Dalston, Carlisle, Cumbria CA5 7DX
Or via adminoffice@allanstobart.co.uk
A response will be sent in writing via letter or email to
acknowledge the complaint and indicate when you can expect a reply. An internal review team will aim to reach a
resolution as soon as possible on the complaint within 30 working days.
