Complaints Policy
At Souter Bros, we are committed to providing high-quality products and outstanding customer service across our cafés, events, wholesale, and convenience store operations. We value customer feedback and recognise the importance of addressing complaints fairly and efficiently to improve our service standards.
Policy Statement
We define a complaint a formal expression of dissatisfaction with our products or services, raised by a customer, partner, or stakeholder. We take all complaints seriously and are dedicated to investigating and resolving issues promptly and professionally.
Complaint resolution is a priority, and our Customer Support team ensures that all complaints are acknowledged and addressed swiftly, with care and fairness.
Operating Procedures
We handle complaints transparently, impartially, and confidentially. When necessary, we follow internal processes when considering redress or compensation.
Complaints Handling Process
We operate a two-stage complaint resolution process. Customers can submit complaints via various channels, including in person, by telephone, through our website, or via email – Complaints@souterbros.co.uk
We acknowledge complaints within 5 working days and aim to provide a full response within 20 working days. If additional time is required due to complexity, we will inform the complainant and provide updates.
Stage 1 - Initial Complaint
An appointed team member will investigate the complaint and provide a resolution within 20 working days. If the complainant is dissatisfied with the outcome, they may escalate the complaint to Stage 2 within 28 days.
Stage 2 - Escalation
Senior Management will review the complaint and provide a final response within 20 working days. If the complainant remains dissatisfied, they may seek external mediation or advice from relevant industry bodies, where applicable.
Vulnerable Customers
We recognise that customers may have unique needs. We are committed to handling complaints with sensitivity and adapting our approach to provide appropriate support.
Unreasonable or Aggressive Complaints
Our company has a duty of care to our employees. If a complainant acts aggressively, abusively, or unreasonably, we may invoke our policy for managing disruptive complaints to protect staff wellbeing.
Accessibility
We strive to make our complaints process accessible to all customers. If specific accessibility requirements exist, we will make reasonable adjustments to accommodate them.
Confidentiality
We treat all complaints confidentially in accordance with our Data Protection Policy and only share relevant details with those involved in investigating and resolving the issue.
Contributors, Reviewers, and Approvers
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# |
Role |
Name |
Comment |
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1 |
Content Author |
Victor Roffey |
|
|
2 |
Reviewer |
Daniel Souter, Stuart Souter, Ben Pettie |
|
|
3 |
Approver / Date |
31st March 2025 |
|
|
4 |
Effective From |
31st March 2025 |
|
|
5 |
Review Frequency |
Annual |
|
|
6 |
Last Reviewed |
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