At Amy Rutherford Ceramics, I strive to provide the highest quality products and services and customer satisfaction is of utmost importance to me. However, I recognise that there may be occasions when my customers are not completely satisfied with my products, services or have encountered an issue. In such cases, I am committed to resolving complaints efficiently and effectively.

Scope: This policy applies to all complaints received from customers regarding my products, services, or any other aspect of my business operations.

Complaints Handling Procedure:

Reception of Complaints: Customers can submit their complaints through various channels including in person, via email, or through our website's contact form. All complaints will be logged, recorded, and assigned a unique reference number for tracking purposes.

Acknowledgment: Upon receipt of a complaint, I will acknowledge it promptly (within 24 hours) either verbally or in writing, depending on the method of complaint submission. The acknowledgment will include the unique reference number assigned to the complaint and an estimated timeframe for resolution.

Investigation: I will thoroughly investigate the complaint to understand the nature and root cause of the issue. I may request additional information from the customer if necessary to assist with the investigation.

Resolution: Once the investigation is complete, I will work towards resolving the complaint in a fair and timely manner. I will communicate the proposed resolution to the customer along with any actions I will take to prevent similar issues in the future.

Recording and Monitoring: All complaints received, and their resolutions will be recorded and monitored to identify recurring issues and areas for improvement in my products, services and business operations.

Confidentiality: I will treat all complaints and related information with the utmost confidentiality, sharing them only with individuals directly involved in the resolution process.

Review and Revision: This complaints policy will be reviewed regularly to ensure its effectiveness and relevance. Any necessary revisions will be made to improve my complaints handling process.

Contact Information: Customers can submit their complaints to:

• Amy Rutherford

• contact@amyrutherfordceramics.com 

Amy Rutherford Ceramics reserves the right to update this policy from time to time without prior notice.

Date of Last Revision: 22nd February 2024