Complaints Procedure
We are committed to providing a high standard of service. If something goes wrong, we want to hear about it so we can put things right and improve our service.
1. How to Make a Complaint
If you are unhappy with any aspect of our service, you can contact us using the following methods:
- Email: enquiries@wyregas.co.uk
- Phone: 01253 500410
- Post: Unit 5 Chadwick Block, Bracewell Avenue, Poulton Le Fylde, FY6 8JF
Please include:
- Your name and contact details
- Details of your complaint
- Any relevant order/reference numbers
- What outcome you would like
2. Acknowledgement
We will acknowledge your complaint within [e.g. 5 working days] of receiving it.
3. Investigation
We will:
- Review the details of your complaint
- Investigate the issue thoroughly
- Contact you if we need further information
4. Response Time
We aim to provide a full response within [e.g. 10 working days].
If we need more time, we will keep you informed of progress.
5. Resolution
Where a complaint is upheld, we will:
- Apologise where appropriate
- Take steps to resolve the issue
- Offer a suitable remedy (e.g. refund, replacement, or corrective action)
6. Escalation
If you are not satisfied with our response, you may request that your complaint is reviewed by a senior member of our team.
7. External Resolution
On the rare occasion that we do receive a complaint, we take it very seriously. If you have an issue with a product purchased via finance and we have been unable to resolve your issue, please contact TradeHelp Ltd using the following details:
- Write: Marchwiel Centre, Bryn Lane, Wrexham Ind Est, LL13 9UT
- Telephone: 01978 666887
- Email: info@tradehelp.co.uk
If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider. Your credit provider will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.
What to do if you can’t reach an agreement:
If you are not satisfied with the lender’s response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of the lender’s final response letter to you.
They can be contacted in the following ways:
- Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
- Telephone: 0300 123 9 123
- Email: complaint.info@financial-ombudsman.org.uk
Further details can be found on the Financial Ombudsman Service website: www.financial-ombudsman.org.uk
8. Continuous Improvement
We take complaints seriously and use them to improve our services and prevent future issues.