What to expect when you have registered a complaint.
At AGA Rangemaster we will do all that we can to provide you with the most suitable response specific to your particular situation and to ensure, where possible, that your complaint is resolved to your satisfaction.
If you call us, our advisors will ask you about the nature of your complaint. We will take in to account all the points you raise and the details we hold in our records, to seek a resolution to the problem whilst you are on the line. If we are unable to resolve your complaint while you are on the line, we will inform you of how long it is expected to take to resolve and agree how we will keep you updated. If your complaint requires specialist knowledge, we will take your details and assign your complaint to a specialist advisor with the right expertise to resolve it.
If you contact us by letter or email, we will review your complaint fully and take all the points raised in your correspondence and the service details on record in to account. We will normally respond to you by phone, however, if this is not possible we will respond in writing within 5 days of receiving your contact.
We will do all that we can to resolve your complaint as soon as possible. If your complaint is of an urgent nature, for example, if you are experiencing a loss of service, we will prioritise as appropriate to ensure we get you up and running as quickly as possible.
If you are unhappy with our response please let us know. We will then review your complaint and our response, and can escalate the complaint further. We will let you know if anything else can be done to resolve your complaint and we will inform you of how long it is expected to take to resolve.
If you are still not happy with the resolution of your complaint, please contact the Head of Customer Service on firstname.lastname@example.org or
Head of Customer Service