Colour Task Complaints Procedure
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Introduction
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We are committed to providing a high-quality service to all our customers. When something goes wrong, we need you to tell us about it. This will allow us to put things right for you and to help improve our service for others in the future.
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Making a complaint
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We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve our service. We treat all complaints in confidence.
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How you can make a complaint
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You can complain by sending an email to us at info@colourtask.co.uk or you can send a written complaint by post to: Colour Task, The Cartlodge, Capel Road, Bentley, Suffolk IP9 2BL. Alternatively, you can telephone us on 07394 595 104, but please be aware we may, where appropriate, ask you to provide further details in writing.
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How we handle complaints
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A member of our customer relations team will initially review the complaint. We will acknowledge a complaint within 5 working days and give you the name and contact details of the person investigating it. We will keep you informed about the progress of the investigation. We aim to have all complaints completed within one month unless we agree a different time scale with you.
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Time limits
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You should register a complaint as soon as you can after the date on which the event occurred. If you complain more than twelve months later, we may not be able to investigate properly. Consideration will, however, be given as to whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.
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If you are dissatisfied with the outcome
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At this stage, if you are still not satisfied, you should contact us again and we will arrange for a director who has not had any dealings with your matter to review the initial decision. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
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If you are still dissatisfied at this stage
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You can refer this matter to Retail ADR. Their website is: https://www.retailadr.org.uk/ and all contact details can be found there. Retail ADR is the alternative dispute resolution (ADR) provider we use and is approved by the government to provide ADR services. ADR is a process for resolving disputes that does not involve going to court. If you do not wish to use ADR or are unhappy with the outcome of ADR, you can still bring court proceedings.
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