Advantage Catering Equipment Ltd Complaints Proceedure

We aim to ensure that:

  • Making a complaint is as easy as possible
  • We treat your complaint seriously
  • We deal with your complaint promptly and in confidence
  • We learn from complaints and use them to review and improve our service

What is a complaint?
A complaint is when you tell us you are not happy about the service we provide.

It can be about anything and could include

  • When we do not deliver a service on time
  • When we give you the wrong information
  • When you receive a poor quality service
  • When you have a problem with a member of staff

How to make a complaint
If you wish to make a complaint you can contact our Customer Services Team in any of the ways listed below.

By email:

In writing:
Unit 12 Shorncliffe Industrial Estate
North Close
CT16 3NA 

By phone:
Customer Services Team on 01304 827272

By fax:
Customer Services team on 0871 528 9182

What happens next?

  • Receipt of your complaint will be acknowledged within one working day
  • All relevant information will be collected before any reply is made
  • A manager will investigate your complaint at the earliest opportunity and aim to send you a full response within 7 working days
  • If the complaint is complex we may need some time to investigate so we will write of call to let you know if there are any delays
  • If your complaint is upheld we will offer an explanation and an apology, then we will take any actions needed to solve the problem fully