Complaints Procedure.
Our aim is to provide a high level of service at all times however things don’t always go according to plan. We take pride in the service that we provide to our customers and complaints are treated as a matter of urgency. If you are not satisfied with any aspect of the service we provide, please follow this process in order to make a formal complaint.
How is a complaint raised?
A complaint can be made through any of the following channels:
Phone — 03301 758 880
Email — hello@hermes-ltd.co.uk
Post — Customer Services Department, Hermes Business Solutions Ltd, 102 Embroidery Mill, Paisley, PA1 1TJ
What is needed from you?
In order to investigate your complaint we will need the following information:
- Your name and account number
- A contact number and email or postal address
- A summary of the issue with relevant detail
- A copy of any emails/letters that relate to the complaint
- If applicable how you would like your complaint to be resolved
What will happen next?
Hermes Business Solutions will acknowledge your complaint immediately over the phone, or within twenty-four hours of receipt (responses provided by post may take longer). Your complaint will be treated as a priority.
We have an 8-week period within which to agree a resolution, unless both parties agree we are at deadlock before this time period elapses.
Escalation.
If you do not receive a satisfactory initial response to your complaint by speaking to a member of our Customer Services Team then please ask for your call to be escalated to the Customer Services Manager. If the Customer Services Manager is not available they will call you back at a time which suits both parties.
Hermes Business Solutions is committed to providing the highest possible service to all customers and to this end our complaints procedure is regularly reviewed.
