Peak and Prime

Complaints

1. Introduction

1.1. At Peak and Prime (“we,” “us,” or “our”), we are committed to providing high-quality products and services to our valued customers. However, if you have any concerns or complaints about our products or services, we are here to address them promptly and fairly.

2. Submitting a Complaint

2.1. If you have a complaint, you can contact us by email at info@peakandprime.co.uk or can contact us on 0203 302 3525 to see if we can resolve the issue over the phone.

2.2. Please provide as much detail as possible about the nature of your complaint, including relevant order details, dates, and any other relevant information to help us investigate and address the issue effectively.

3. Complaints Handling Process

3.1. Upon receiving your complaint, we will acknowledge receipt within [specify timeframe, e.g., 3 business days] and provide you with a reference number for your complaint.

3.2. Our customer support team will investigate the matter thoroughly, working to resolve your complaint as quickly as possible.

3.3. If additional time is required to investigate complex issues, we will keep you informed of the progress and provide updates regularly.

4. Resolution of Complaints

4.1. We aim to resolve all complaints in a fair and satisfactory manner. Once the investigation is complete, we will communicate the outcome to you by email or through the contact method provided.

4.2. If your complaint is found to be valid, we will take appropriate corrective actions, which may include refunding, replacing, or offering alternative solutions, depending on the circumstances.

4.3. If we find that your complaint is not valid or is unsubstantiated, we will provide you with a clear explanation of our findings.

5. Escalation of Complaints

5.1. If you are dissatisfied with the resolution provided, you have the right to escalate your complaint further for an internal appeal.

5.2. Please escalate your complaint by replying to the email thread.

6. Contact Us

6.1. If you have any questions, concerns, or requests regarding this Complaints Policy or the complaints handling process, please contact us at: Email: info@peakandprime.co.uk