Customer Complaints Procedure
If you have a complaint about our organisation we want to hear about it and we will do our best to put it right.
Flip Cards Ltd shall make every reasonable effort to reach a swift and fair solution. In all cases, a complaint will be given full and fair consideration.
Our Customer Complaints Procedure has the following goals:
- To deal with complaints fairly, efficiently and effectively;
- To ensure that all complaints are handled in a consistent manner throughout;
- To increase customer satisfaction;
- To use complaints constructively in the planning and improvement of all services.
How to complain
Complaints can be made by telephone, email, ‘on-line’ or in writing.
An acknowledgement of your complaint shall be sent not later than 21 days from the date of receipt of correspondence.
A detailed reply, or a reply containing a detailed explanation for any delay, shall be sent no later than 28 days from the date of receipt of correspondence.
Where a transaction has taken place ‘on-line’ Flip Cards Ltd shall accept ‘on-line’ complaints from Customers and deal with them within the time period set out above.