Complaints

🛠️ Advantage Catering Equipment Ltd – 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 ℹ️

  • 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
CT16 3NA 🏢

By Phone:
Customer Services Team: 01304 827272 📞

By Fax:
Customer Services Team: 0871 528 9182 📠

Tip: When submitting a complaint, include details such as your order number, dates, and a clear description of the issue to help us 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 on any delays.

  6. Resolution – If your complaint is upheld, we will:

    • Offer a clear explanation and apology 🙏

    • 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