Complaints Policy

Introduction

The Spontaneous Cuppa is dedicated to providing excellent customer service. We have a Complaints Policy to ensure all complaints are handled as efficiently and effectively as possible. As our customer, you are entitled to make a complaint to us. The following outlines our policy and procedures for handling all complaints:

Summary

We want to resolve your complaints as soon as possible so please come into The Spontaneous Cuppa or email us on customerservice@spontaneouscuppa.co.uk and we will do our best resolve your problem as soon as possible.

Our responsibilities:

To provide an efficient, fair and structured mechanism for handling complaints.
To provide our customers with access to the complaints handling process, including those customers with disabilities and special needs.
To keep customers informed as to the progress of complaint and the expected time frame for resolution.
To resolve the problem, review our working methods to prevent a reoccurrence of the problem.

Handling your complaint:

Upon receiving a complaint, we will acknowledge your matter in writing or email within 24 hours. We will keep you informed of the progress of your complaint, proposed actions and the expected timeframe for resolution.