Complaints Management

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We have a specific email for users to complain about the shop@le service shop-feedback@le.ac.uk. This is administered by the shop@le Customer Service Administrator (CSA).

Upon receiving a complaint the shop@le CSA will review the complaint and raise it with the shop@le Manager and respective service/product supplier if required.

The customer should expect an initial response to a complaint within 1 working day and a resolution to a complaint within 28 days.

The shop@le Manager will work with the product/service provider to resolve any complaints in a timely manner – this may result in:

    • An acknowledgement of the complaint
    • A replacement product being shipped
    • A refund being processed
    • A change to the shop@le service

The complaint may be escalated to the shop@le commercial owner and the governing group if a satisfactory resolution has not been found – this may result in:

    • A change in shop@le policies/terms of sale
    • A compensation claim
    • Action taken against an individual or individuals

If resolution is still outstanding, the complaint may be raised with the Registrar.

Once a month the shop@le team will review all complaints received to ensure a consistency of approach and that we are always ensuring best practice.

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