{"id":2051,"date":"2023-12-30T11:02:53","date_gmt":"2023-12-30T11:02:53","guid":{"rendered":"https:\/\/healsway.co.uk\/?page_id=2051"},"modified":"2023-12-30T11:09:30","modified_gmt":"2023-12-30T11:09:30","slug":"complain-procedure","status":"publish","type":"page","link":"https:\/\/healsway.co.uk\/index.php\/complain-procedure\/","title":{"rendered":"Complain Procedure"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"2051\" class=\"elementor elementor-2051\">\n\t\t\t\t<div class=\"wd-negative-gap elementor-element elementor-element-c7797f2 e-flex e-con-boxed e-con e-parent\" data-id=\"c7797f2\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4a8268b elementor-widget elementor-widget-wd_text_block\" data-id=\"4a8268b\" data-element_type=\"widget\" data-widget_type=\"wd_text_block.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"wd-text-block reset-last-child text-left\">\n\t\t\t\n\t\t\t<p style=\"box-sizing: inherit; color: #232323; font-family: Montserrat; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; white-space-collapse: collapse;\"><span style=\"box-sizing: inherit;\"><strong style=\"box-sizing: inherit;\">At Healsway,<\/strong>\u00a0we value our customers' satisfaction and aim to provide exceptional service. We understand that sometimes issues may arise, and we are committed to addressing any concerns promptly and fairly. This complaints procedure outlines the steps you can take if you have a complaint about our luxury furniture products or services.<\/span><\/p><p style=\"box-sizing: inherit; color: #232323; font-family: Montserrat; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; white-space-collapse: collapse;\"><strong style=\"box-sizing: inherit;\">Contact Customer Support:<\/strong><span style=\"box-sizing: inherit;\">\u00a0In the event of a complaint, we encourage you to first contact our customer support team. You can reach out to us via [email\/phone] and provide details of your complaint. Our dedicated support staff will listen to your concerns and work with you to find a satisfactory resolution.<\/span><\/p><p style=\"box-sizing: inherit; color: #232323; font-family: Montserrat; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; white-space-collapse: collapse;\"><strong style=\"box-sizing: inherit;\">Provide Necessary Information:<\/strong><span style=\"box-sizing: inherit;\">\u00a0To help us understand and address your complaint effectively, please provide us with the following information:<\/span><\/p><ul style=\"box-sizing: inherit; padding-left: 2rem; color: #232323; font-family: Montserrat; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; white-space-collapse: collapse;\"><li style=\"box-sizing: inherit; list-style: inherit;\"><span style=\"box-sizing: inherit;\">Your full name and contact details Order number or relevant details about the product or service in question<\/span><\/li><li style=\"box-sizing: inherit; list-style: inherit;\"><span style=\"box-sizing: inherit;\">A clear and concise description of the complaint, including any supporting documentation or evidence you may have<\/span><\/li><\/ul><p style=\"box-sizing: inherit; color: #232323; font-family: Montserrat; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; white-space-collapse: collapse;\"><strong style=\"box-sizing: inherit;\">Investigation and Resolution:<\/strong><span style=\"box-sizing: inherit;\">\u00a0Once we receive your complaint, we will conduct a thorough investigation into the matter. We may need to gather additional information or liaise with relevant departments to assess the situation accurately. We will keep you informed of the progress and provide updates on the steps being taken to resolve the issue.<\/span><\/p><p style=\"box-sizing: inherit; color: #232323; font-family: Montserrat; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; white-space-collapse: collapse;\"><strong style=\"box-sizing: inherit;\">Timely Response:<\/strong><span style=\"box-sizing: inherit;\">\u00a0We strive to address complaints in a timely manner. While the specific resolution timeframe may vary depending on the nature and complexity of the complaint, we will make reasonable efforts to provide a response or update within 7- 10 working days from the date of receipt of the complaint.<\/span><\/p><p style=\"box-sizing: inherit; color: #232323; font-family: Montserrat; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; white-space-collapse: collapse;\"><strong style=\"box-sizing: inherit;\">Financial Ombudsman Service (FOS):<\/strong><span style=\"box-sizing: inherit;\">\u00a0If you are dissatisfied with our response or if the complaint remains unresolved after we have provided our final response, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS) for further review. The FOS is an independent body established to settle disputes between UK-based financial companies and consumers. You are able to refer your complaint to the FOS on any of the below contact details:<\/span><\/p><p style=\"box-sizing: inherit; color: #232323; font-family: Montserrat; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; white-space-collapse: collapse;\"><span style=\"box-sizing: inherit;\"><strong style=\"box-sizing: inherit;\">Telephone:<\/strong>\u00a00300 123 9 123<\/span><\/p><p style=\"box-sizing: inherit; color: #232323; font-family: Montserrat; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; white-space-collapse: collapse;\"><span style=\"box-sizing: inherit;\"><strong style=\"box-sizing: inherit;\">Email:<\/strong>\u00a0<strong style=\"box-sizing: inherit;\"><span style=\"box-sizing: inherit; color: #2b00ff;\"><a style=\"box-sizing: inherit; color: #2b00ff; cursor: pointer; border-width: initial; border-style: none; transition: var(--anchor-transition);\" href=\"emailto:complaint.info@financial-ombudsman.org.uk\">complaint.info@financial-ombudsman.org.uk<\/a><\/span><\/strong><\/span><\/p><p style=\"box-sizing: inherit; color: #232323; font-family: Montserrat; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; white-space-collapse: collapse;\"><span style=\"box-sizing: inherit;\"><strong style=\"box-sizing: inherit;\">Post:<\/strong>\u00a0Exchange Tower, Harbour Exchange Square, London, E14 9SR<\/span><\/p><p style=\"box-sizing: inherit; color: #232323; font-family: Montserrat; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; white-space-collapse: collapse;\"><strong style=\"box-sizing: inherit;\">Complain Online:<\/strong>\u00a0<strong style=\"box-sizing: inherit;\"><span style=\"box-sizing: inherit; color: #2b00ff;\"><a style=\"box-sizing: inherit; color: #2b00ff; cursor: pointer; border-width: initial; border-style: none; transition: var(--anchor-transition);\" href=\"https:\/\/www.financial-ombudsman.org.uk\/contact-us\/complain-online\">https:\/\/www.financial-ombudsman.org.uk\/contact-us\/complain-online<\/a><\/span><\/strong><\/p><p style=\"box-sizing: inherit; color: #232323; font-family: Montserrat; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; white-space-collapse: collapse;\"><span style=\"box-sizing: inherit;\">It is to be noted that complaints must be referred to the FOS within six months of receiving a final response or a summary resolution communication.<br style=\"box-sizing: inherit; display: block;\" \/>You can find out more about the FOS by visiting\u00a0<strong style=\"box-sizing: inherit;\"><span style=\"box-sizing: inherit; color: #2b00ff;\"><a style=\"box-sizing: inherit; color: #2b00ff; cursor: pointer; border-width: initial; border-style: none; transition: var(--anchor-transition);\" href=\"https:\/\/www.financial-ombudsman.org.uk\/\">https:\/\/www.financial-ombudsman.org.uk\/<\/a>.<\/span><\/strong><\/span><\/p><p style=\"box-sizing: inherit; color: #232323; font-family: Montserrat; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; white-space-collapse: collapse;\"><span style=\"box-sizing: inherit;\">\u00a0<\/span><\/p><p style=\"box-sizing: inherit; color: #232323; font-family: Montserrat; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; white-space-collapse: collapse;\"><strong style=\"box-sizing: inherit;\">Alternative Dispute Resolution:<\/strong><span style=\"box-sizing: inherit;\">\u00a0In addition to the Financial Ombudsman Service, you may also explore alternative dispute resolution methods, such as mediation or arbitration, as permitted by applicable laws and regulations.<\/span><\/p><p style=\"box-sizing: inherit; color: #232323; font-family: Montserrat; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; white-space-collapse: collapse;\"><strong style=\"box-sizing: inherit;\">Keeping Records:<\/strong><span style=\"box-sizing: inherit;\">\u00a0We will keep a record of your complaint, including all relevant details, correspondence, and actions taken to resolve the issue. This information will be handled in accordance with our Privacy Policy.<\/span><\/p><p><strong style=\"color: #232323; font-family: Montserrat; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; white-space-collapse: collapse; box-sizing: inherit;\">Continuous Improvement:<\/strong><span style=\"color: #232323; font-family: Montserrat; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; white-space-collapse: collapse; box-sizing: inherit;\">\u00a0We value customer feedback and see complaints as an opportunity to improve our products and services. Your feedback will be reviewed and analyzed as part of our ongoing efforts to enhance customer satisfaction.<\/span><\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>At Healsway,\u00a0we value our customers&#8217; satisfaction and aim to provide exceptional service. We understand that sometimes issues may arise, and<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-2051","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/healsway.co.uk\/index.php\/wp-json\/wp\/v2\/pages\/2051","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/healsway.co.uk\/index.php\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/healsway.co.uk\/index.php\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/healsway.co.uk\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/healsway.co.uk\/index.php\/wp-json\/wp\/v2\/comments?post=2051"}],"version-history":[{"count":16,"href":"https:\/\/healsway.co.uk\/index.php\/wp-json\/wp\/v2\/pages\/2051\/revisions"}],"predecessor-version":[{"id":2067,"href":"https:\/\/healsway.co.uk\/index.php\/wp-json\/wp\/v2\/pages\/2051\/revisions\/2067"}],"wp:attachment":[{"href":"https:\/\/healsway.co.uk\/index.php\/wp-json\/wp\/v2\/media?parent=2051"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}