Complaint Policy

1/. Walter Bull & Son Online

At Walter Bull & Son, we are committed to delivering exceptional service and ensuring every
customer is completely satisfied. We welcome your feedback and take all complaints seriously
as part of our dedication to continuous improvement.

1.1/. Scope

This policy applies to all customers who have purchased products or services from Walter Bull & Son (Cirencester) ltd.

1.2/. How to submit a complaint

Customers can submit a complaint via any of the following methods:
- Email: stuart@walterbull.co.uk
- Website Contact Form: www.walterbull.co.uk
- Phone: 01285 653 875
- Post: Walter Bull & Son
10 Dyer Street
Cirencester
GL7 2PF

1.3/. Complaint Handling Procedure

1. Acknowledgement:
We will acknowledge receipt of your complaint within 2 working days using the same method you used to contact us.
2. Investigation:
Your complaint will be thoroughly reviewed. We may contact you for additional details to ensure
a fair and accurate investigation.
3. Resolution:
Our goal is to resolve all complaints within 10 working days. If we require more time, we will
keep you updated on the progress.

1.4/. Possible Outcomes

Depending on the nature of the issue, possible resolutions may include:
- Refund, credit note, or exchange.
- Repair or replacement of a product.
- Clarification or correction of misunderstandings.
- A formal apology and corrective actions where appropriate.

1.5/. Notification of Resolution

Once resolved, we will notify you via the same channel used to submit the complaint and
provide full details of the outcome and any actions taken.

1.6/. Escalation Process

If you are not satisfied with the resolution, you may request that your complaint be escalated. A
senior member of our team will review the matter and take any further necessary action.

1.7/. Record Keeping

We keep a record of all complaints, including their nature, our response, and the resolution.
This information helps us improve our services and prevent future issues.

1.8/. Confidentiality

All complaint-related information is handled with strict confidentiality and is only shared with
those directly involved in resolving the issue.

1.9/. Policy Review

This policy is reviewed regularly to ensure it remains effective and aligned with our commitment
to customer satisfaction.