Customer Feedback & Complaints Procedure
1. Introduction
We welcome all feedback — positive and constructive — as it helps us improve our products and services. If you are unhappy with any aspect of what we provide, we aim to resolve your concern quickly, fairly, and professionally. This procedure explains how to give feedback, how to make a formal complaint, and how we will handle it.
2. How to Contact Us
You can provide feedback or raise a concern through any of these methods:
Channel Details
📧 Email enquiries@bac-son.co.uk — subject line: Feedback or Complaint
☎️ Phone 0700 345 0230 — Hours: Monday–Friday, 9:00–17:00
3. Informal Feedback or Concerns
If you have a suggestion or a minor issue, please contact us using any method above. We will usually respond within 3 working days. Most concerns are resolved quickly at this stage without needing a formal complaint.
4. Formal Complaints
If your concern is not resolved informally, or you wish to make a formal complaint, please provide:
Your full name, contact details (email and phone)
Date and description of the issue — what happened and when
Any reference numbers, order or account details
What outcome you would like from us
Step-by-Step Process
Submit your complaint — using any contact method above. We will acknowledge receipt within 5 working days.
Investigation — We will review your complaint and may contact you for further information. We aim to complete our investigation and provide a full response within 28 days of receiving your complaint.
Final Response — Our response will include our findings, any action we will take, and our proposed resolution.
If you are still not satisfied — You can request a review by a senior person/manager. We will conduct a further review and respond within 14 days.
5. External Escalation
If we have completed our internal process and you remain unsatisfied:
Alternative Dispute Resolution / Ombudsman Services: If you are a consumer, you may be able to refer your complaint to an approved ADR body or the relevant Ombudsman service.
Trading Standards: You can contact your local Trading Standards office via the Citizens Advice Consumer Service on 0808 223 1133 or at www.citizensadvice.org.uk.
Online Dispute Resolution (ODR): For EU/UK cross-border online purchases: ec.europa.eu/consumers/odr
6. Our Commitments
We treat all feedback and complaints confidentially
There is no charge for making a complaint
We will not discriminate against you for raising concerns
We use feedback to improve our services and prevent future issues
7. Additional Information
Data Privacy: Your information will be handled in line with UK GDPR
A link/copy of the Trustmark Customer Charter can be found here: https://www.trustmark.org.uk/business/documents