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Complaint Handling Procedure | Renderboxes
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Complaint Handling Procedure

Renderboxes Ltd

At Renderboxes, we are committed to delivering a high standard of customer service. While we strive to ensure that every customer is satisfied with our products and support, we also recognise that problems may occasionally arise.

This policy outlines how we handle complaints, what you can expect from us, and how to escalate an issue if you are not satisfied with our initial response.

  1. Our Commitment

    We will:

    • Treat your complaint seriously and with respect
    • Respond promptly and professionally
    • Investigate all complaints thoroughly and impartially
    • Seek to resolve the matter fairly and efficiently
    • Learn from complaints to improve our services

  2. What Is a Complaint?

    A complaint is defined as any expression of dissatisfaction relating to:

    • Our products (before or after delivery)
    • Our technical support or communication
    • Our service quality or procedures
    • Billing, warranty, delivery, or return processes

    This policy applies to complaints made by individual consumers or business clients.

  3. How to Make a Complaint

    You can submit a complaint by email to:

    Email: servicedesk@renderboxes.com
    Subject line: COMPLAINT – [Your Name / Order Number]

    Please include:

    • Your full name and contact information
    • Your order number (if applicable)
    • A clear description of the issue
    • Any relevant supporting documentation (e.g. emails, invoices, photos)

  4. What Happens Next?

    1. Acknowledgement
      We aim to acknowledge all complaints within 1 business day.
    2. Investigation
      A senior member of our support or management team will review your case within 3 business days.
    3. Resolution
      We will provide a full written response within 7 business days, outlining:
    • What we have found
    • Any actions we will take
    • A proposed resolution or remedy

  5. If You Are Not Satisfied

    If you are not satisfied with our first response, you may request an internal review. Your case will then be escalated to a director or senior decision-maker.

    We will review the complaint again and provide a final response within 7–10 business days.

  6. Alternative Dispute Resolution (ADR)

    If we are unable to resolve your complaint internally, you may choose to escalate your case to a recognised Alternative Dispute Resolution (ADR) body or make a claim through the UK court system if applicable.

    We will cooperate fully with any third-party review process.

  7. How We Use Complaints

    We log and monitor all complaints to identify trends, address recurring issues, and improve our systems and customer experience. Feedback, even when negative, helps us grow.

  8. Need Help?

    If you are unable to submit a complaint in writing due to accessibility or language needs, please contact us and we will offer assistance to ensure your concerns can be raised and addressed.