Complaints Procedure

How to Make a Complaint

You can raise a complaint with us through the following methods:

  • By Email: Send your complaint to sales@bifolddoorstore.co.uk. Please include your name, order number, and a detailed description of the issue.

  • By Phone: Call our customer service team at [Insert Phone Number]. Our lines are open Monday to Friday, 8:30 AM to 5:00 PM.

  • In Writing: Address your complaint to:

    Bifold Door Store
    [Insert Business Address]
    [City, Postcode]

Information to Include in Your Complaint

To help us resolve your complaint efficiently, please provide:

  • Your full name and contact information.

  • Your order number or reference number.

  • A detailed description of the issue.

  • Photographs or evidence of any faults, if applicable.

Our Complaint Handling Process

  • Acknowledgment: We will acknowledge receipt of your complaint within 2 working days by email or telephone.

  • Investigation: We will thoroughly investigate your complaint by reviewing your order details, assessing the issue, and examining any supporting evidence. We may contact you for additional information if required.

  • Resolution:

    • We aim to resolve all complaints within 14 days of acknowledgment.

    • If further investigation is required, we will keep you informed of our progress and provide an updated timeline.

Resolution Policy for Faulty Products

As all our products are bespoke and made to order, we do not offer refunds. However:

  • If a product is found to be faulty, we will supply replacement components to rectify the issue at no additional cost.

  • We may request photographs, videos, or other evidence of the fault to assess the appropriate resolution.

Escalation Process

If you are not satisfied with our initial response, you may request escalation to senior management within the existing email chain at sales@bifolddoorstore.co.uk. A senior manager will personally review your complaint and respond accordingly.

Alternative Dispute Resolution

If we are unable to resolve your complaint to your satisfaction, you may seek assistance from a third-party alternative dispute resolution (ADR) service.

Your Consumer Rights

This complaints procedure does not affect your statutory rights under the Consumer Rights Act 2015 or any other applicable legislation.

Contact Us

If you have any questions regarding our complaints procedure, please contact us:

  • Email: sales@bifolddoorstore.co.uk

  • Phone: [Insert Phone Number]

We value your feedback and are committed to providing exceptional service to every customer.