Complaints

Complaints Procedure

At Advantage Catering Equipment Ltd, we take your concerns seriously. Our aim is to ensure that:

  • Making a complaint is easy and straightforward
  • Every complaint is treated seriously and confidentially
  • We deal with your complaint promptly and professionally
  • We learn from complaints to improve our service continually

What is a complaint?

A complaint is when you tell us that you are not satisfied with the service we provide.

Complaints can include, but are not limited to:

  • Delays in delivering a service or product
  • Receiving incorrect information
  • Poor quality of service or equipment
  • Issues with a member of staff

How to make a complaint

You can contact our Customer Services Team in whichever way is most convenient for you:

By email:
sales@advantagecateringequipment.co.uk

In writing:
Advantage Catering Equipment Ltd
Unit 12 Shorncliffe Industrial Estate
North Close, Folkestone, Kent
CT20 3UH

By phone:
Customer Services Team: 01304 827272

When submitting a complaint, include details such as your order number, dates and a clear description of the issue, so we can resolve it quickly.

What happens next?

  1. Acknowledgement. We will confirm receipt of your complaint within one working day.
  2. Information gathering. We will collect all relevant details before responding.
  3. Investigation. A manager will review your complaint at the earliest opportunity.
  4. Response. We aim to provide a full response within 7 working days.
  5. Complex cases. If the complaint is complex, we will contact you to update you on any delays.
  6. Resolution. If your complaint is upheld, we will offer a clear explanation and apology, and take all necessary actions to fully resolve the issue.

Why this matters

We value all feedback, as complaints help us to:

  • Improve our service for all customers
  • Identify training or process improvements
  • Ensure we continue to meet the high standards expected of us