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COMPLAINTS PROCEDURE

At Alfonica, we value our customers and their feedback. We understand that sometimes issues may arise, and we want to assure you that we take complaints seriously and handle them professionally. Our goal is to address any concerns promptly and resolve them to your satisfaction. To ensure a smooth complaints process, we have established the following procedure:

  1. Logging the Complaint: When a customer raises a complaint, we log it in our Alfonica complaints database. The following information will be requested and recorded to assist us in addressing the issue effectively:
    • Customer name
    • Business name
    • Date and time
    • Contact telephone number and email address
    • Complaint details
    • Any other relevant information

  1. Action and Resolution: Our dedicated Customer Service team will take immediate action upon receiving the complaint. We will thoroughly investigate the matter and take the necessary steps to resolve the problem or issue at hand. Our aim is to find a fair and satisfactory solution for all parties involved.

  2. Acknowledgement and Feedback: We understand the importance of keeping you informed throughout the process. As soon as we receive your complaint, we will promptly issue an acknowledgement to confirm that we have received it. We will also strive to provide weekly updates on the progress of the investigation, whenever possible.

  3. Timely Resolution: Our commitment is to resolve all complaints within 14 working days from the initial receipt of the complaint. We understand the importance of addressing your concerns in a timely manner, and we will make every effort to meet this target.

  4. Feedback on Goods and Services: If you have any feedback regarding our goods or services that does not constitute a formal complaint, we encourage you to share it with us. We appreciate your input and are always looking for ways to improve our offerings. Please address any feedback to:

Alfonica, The Belmont, 89 Middleton Road, Manchester, M8 4JY

We appreciate your trust in Alfonica, and we are committed to maintaining the highest standards of customer service. Should you have any complaints, please rest assured that we will handle them professionally and strive to reach a satisfactory resolution.

Thank you for choosing Alfonica.