Customer Service Charter

We recognise that our customers have the right to expect a fair, efficient and polite service which meets their needs. We have put a lot of effort into achieving this and are committed to making sure that all our people keep to the principles of high-quality customer service.

This charter sets out the standards of service we aim to provide. It also provides information on how you can give us feedback on your experience of doing business with us.

Please tell us what you think.

We will maintain and work to improve the quality of the services we provide to our customers.

Customer Service Commitments

When you use any of our services, we will do the following.

Treat you with respect, honesty and fairness.
Make sure that our people use plain language and that they are properly trained.
Make sure that the information we provide about our services is accurate and up to date.

When contacting us we will do the following.

Deal with your enquiry efficiently and confidentially.
Have staff available to deal with your enquiries between 9:00am and 5:00pm Monday to Friday (excluding Bank Holidays).
Aim to respond to your call request within 1 hour during business hours (this is usually much quicker).
Aim to respond to your general enquiry emails within 1 hour.
Acknowledge any complaint within 1 hour of it being received and deal with it quickly and efficiently.
Try to give a full answer to your enquiry the first time you contact us.

Customer feedback

If you want to give us feedback, you should do the following.

Phone, or e-mail via the contact details given on our website.
Let us know if you want to comment on our performance, suggest new or better standards or provide feedback on any part of our service.

Or simply review our products and services via FEEFO

When dealing with complaints, we will do the following.

Confirm receipt of complaints within 1 hour and aim to rectify them as quickly as possible.
Thoroughly investigate any complaint.
Apologise when we are at fault and do our very best to put things right in a timely manner.
Tell you how you can take your complaint further if you are not satisfied with the response of our Customer Service team.
Use complaints to learn lessons and to develop our services so they relate to customers’ needs.

If you are not satisfied with our service, you should do the following.

Let us know immediately, by phoning, or emailing via the contact details on our website.
Tell us if you cannot resolve your problem with the person you have been dealing with and ask how you can take it up with a Manager. If you have followed this procedure and you are still unhappy, or if you prefer not to do this, you can make a formal complaint by writing to:

Fire Label Merchandising Ltd
9 Goodwood Road
Pershore
WR10 2JL

When working with others, we will do the following.

Make sure that our Management Systems work for the benefit of all users.
Work with a varied range of brands offering a wide selection of products we feel are suited to our customers.

When running our business, we will do the following.

Support our people in developing their skills by offering regular training on all of our products and processes.
Aim to ensure customer satisfaction is at least 98%.