Complaints Escalation Process
Complaints procedure
We are committed to resolving any concerns you may have as quickly and efficiently as possible. Please follow the steps below to ensure your complaint reaches the appropriate person:
- Initial Contact
- If your complaint is sales-related, please speak directly with the Sales Executive you dealt with.
- If your concern is regarding after-sales or servicing, please contact our Service Team
- Escalation to Management
- If your issue is not resolved at the first point of contact, it will be escalated to the relevant Sales Manager or Service Manager. Please request this escalation should you not be satisfied with an outcome provided by their team.
- Final Escalation
- Should the matter remain unresolved after management review, it will be referred to our Customer Relations Manager, who will conduct a full independent investigation and discuss the matter with our board of Directors, with the aim to bring the matter to a satisfactory resolution.
Spinney endeavours to resolve your complaint as soon as possible however; this will depend on its complexity. Any complaints submitted online will be assessed and passed to the relevant person to handle in line with the above process.
Whilst we appreciate situations can lead to out of character behaviour, we ask that you always treat our staff with respect. Abusive behaviour will not be tolerated and may result in delays to be caused.
