DGT Wheels Complaints Policy
At DGT Wheels, we are committed to providing our customers with high-quality alloy wheels and tires along with exceptional customer service. However, we understand that issues can arise from time to time, and we value the opportunity to address and resolve any complaints that our customers may have. This Complaints Policy outlines our approach to handling complaints and our commitment to achieving timely and effective resolutions.
1. Complaint Submission: Customers can submit complaints through various channels, including:
Phone: 01268 956048
In-person: DGT Wheels showroom or authorized dealers
Customers are encouraged to provide as much relevant information as possible when submitting a complaint, including order details, product information, and a clear description of the issue.
2. Acknowledgment of Complaints
Upon receiving a complaint, DGT Wheels will promptly acknowledge the complaint through the customer's preferred contact method, confirming receipt and providing an estimated timeline for resolution. We will assign a unique reference number to each complaint for tracking purposes.
3. Investigation and Resolution
DGT Wheels will initiate a thorough investigation into the complaint, involving relevant departments and personnel to gather all necessary information. We will work diligently to determine the cause of the complaint and identify potential solutions.
4. Timely Response
We are committed to providing our customers with timely updates throughout the complaint resolution process. We will inform the customer of our progress, any findings, and the steps we are taking to address the issue. If further information is required from the customer, we will request it in a clear and concise manner. Any complaints will be addressed within 24hours and resolved within a maximum of 3 days, depending on the nature of the complaint.
5. Resolution Options
Depending on the nature of the complaint, DGT Wheels will strive to offer appropriate resolution options. These may include, but are not limited to:
Replacement or exchange of products
Refund or credit for the affected product
Repairs or servicing
Compensation or goodwill gestures
If a customer is dissatisfied with the initial resolution proposed, they may request an escalation of their complaint. In such cases, the complaint will be reviewed by a higher level of management to ensure that all avenues for fair resolution have been explored.
7. Record Keeping
DGT Wheels will maintain accurate records of all complaints received, including details of the complaint, investigation process, and resolution outcome. These records will be used to improve our products and services and to ensure consistent customer satisfaction.
8. Continuous Improvement
Complaints serve as valuable feedback for DGT Wheels, aiding us in identifying areas for improvement in our products, services, and customer interactions. We are committed to learning from complaints and taking proactive steps to prevent similar issues in the future.
DGT Wheels is dedicated to transparency in our complaint resolution process. We will communicate openly and honestly with customers, providing clear explanations of the situation and our actions taken to address the complaint.
10. Review of Policy
This Complaints Policy will be reviewed periodically to ensure its effectiveness and relevance. Any necessary updates or improvements will be made to align with evolving customer needs and industry standards.
By implementing this Complaints Policy, DGT Wheels aims to maintain its reputation for excellence and customer satisfaction. We appreciate the trust our customers place in us and are committed to resolving complaints in a fair, efficient, and professional manner.